Associate Technical Support Engineer - job 1 of 2

As an Associate Technical Support Engineer at Box, your core responsibilities will include troubleshooting customer issues, optimizing the user experience of Box products, and collaborating with internal teams such as Engineering and Product Management. You'll act as a crucial link between our customers and our product teams, ensuring that customer feedback and challenges are addressed promptly. Additionally, you'll mentor fellow team members and contribute to the Swarm structure, enhancing our customer support capabilities.

To qualify for the Associate Technical Support Engineer position at Box, candidates typically need a four-year degree in Computer Science, Engineering, or a related field, along with 2-3 years of experience in a product support role within a SaaS company. Familiarity with tools like Splunk, Zendesk, and remote desktop applications, as well as excellent communication skills, are essential. Having a strong technical aptitude and the ability to adapt in a high-paced environment will also greatly benefit applicants.

Collaboration is key for the Associate Technical Support Engineer at Box. In this role, you'll work closely with Customer Success Managers, Product Managers, and Engineers to ensure that customer needs are met and improved product offerings are communicated effectively. By fostering these relationships, you'll not only support our customers but also enhance your own professional development and knowledge of the Box product suite.

At Box, the Associate Technical Support Engineer role offers numerous growth opportunities including supplemental training in areas like web development, project management, and tooling. You'll be able to develop your technical expertise while working closely with multiple internal teams and expanding your skillset over time. Furthermore, your contributions to the Swarm will position you as a valuable asset within the company, paving the way for potential career advancements.

Box prides itself on a collaborative and inclusive work culture. As an Associate Technical Support Engineer, you'll be part of a team that values diverse experiences and promotes mutual respect. You'll have the flexibility to work from the office at least two days a week, emphasizing community engagement. Box encourages employees to share ideas and contribute actively to enhance customer delight, making it a fantastic environment for both personal and professional growth.

In your response, focus on specific examples where you've identified and resolved technical issues in a previous role. Highlight your problem-solving skills, the tools you used, and how you communicated solutions to customers or internal teams, emphasizing your technical support experience.

Showcase your methodology for assessing the urgency and impact of requests. Mention tools or systems you've utilized for ticket management and how you ensure timely resolutions while balancing multiple customer needs effectively.

Discuss your approach to simplifying jargon and using analogies or visual aids to clarify complex concepts. Provide an example of a time when you effectively communicated with a non-technical user, and emphasize the importance of empathy and clarity in your communications.

Talk about your customer service philosophy and give an example of a tough situation you've navigated. Highlight your focus on empathy, listening actively, and finding a solution that satisfies the customer while ensuring Company policies are adhered to.

Demonstrate your understanding of Box’s product suite and your commitment to continuous learning. Mention any resources you utilize such as documentation, webinars, or user community forums, showing that you actively seek to understand and engage with the products you support.

Provide a specific instance where you worked with teams outside of customer support, like Product or Engineering, to address a complex issue. Highlight your role, communication strategies, and the positive outcome of your collaboration.

Share personal techniques or practices that help you manage stress and maintain focus, such as prioritization and time management strategies. Discuss your ability to remain calm and effective under pressure, ensuring quality support delivery.

List any relevant customer support tools and technologies you are familiar with, like Zendesk or Splunk, and provide context on how they've helped you in previous roles. This shows your readiness to hit the ground running in the technical environment.

Express your enthusiasm for Box's mission and culture, as well as what you hope to achieve in this role. Discuss how the position aligns with your career growth and desire to make an impact in content management.

Discuss your commitment to feedback, reflection, and ongoing learning. Mention strategies you use for personal development and how you implement improvements based on customer feedback, support metrics, or team discussions.