Associate Technical Support Engineer - job 1 of 2

As an Associate Technical Support Engineer at Box, you'll be responsible for troubleshooting customer issues, effectively communicating with various stakeholders, and mentoring fellow technicians. You'll also optimize user experience by collaborating with internal teams to provide informed feedback on our product offerings.

To qualify for the Associate Technical Support Engineer role at Box, candidates need a 4-year degree in Computer Science or Engineering, or equivalent experience. Additionally, 2-3 years of experience in a Product Support role within a SaaS company is preferred, alongside familiarity with tools like Splunk and help desk software.

Key skills for success as an Associate Technical Support Engineer at Box include exceptional communication abilities, empathy for customer interactions, the capacity to work in a fast-paced environment, and a strong desire to learn. Experience with troubleshooting, network analysis, and systems support is also beneficial.

Box is committed to professional growth, offering training on various topics such as web development, project management, and other technical areas. Associate Technical Support Engineers will develop their expertise while collaborating with internal teams and handling escalations.

At Box, collaboration is key. The Associate Technical Support Engineer role operates within a 'Swarm' model that promotes teamwork across different tiers of support. This allows for collective problem-solving and ensures that customers receive the best possible support.

When troubleshooting a technical issue, I start by gathering as much information as possible from the customer to fully understand the context. Then, I analyze the data to isolate the problem. My next step is to consult relevant resources and, if necessary, collaborate with colleagues to identify a resolution or workaround.

Certainly! I recall an incident where a customer was frustrated with a persistent login issue. I listened empathetically to their concerns, assured them I was on it, and quickly diagnosed the problem. After resolving it, I followed up to ensure everything was working smoothly. They were grateful for my dedication, turning their anger into appreciation.

If I encounter a technical problem I'm not familiar with, I first conduct some preliminary research to understand the issue better. I review documentation and online resources, and if still stumped, I reach out to team members with relevant expertise. Collaborating often leads to quicker solutions.

I prioritize customer issues based on urgency and impact. I evaluate which issues affect the most users or crucial business operations and address those first. Clear communication with all customers about the timeline helps manage expectations while I work through the queue.

I believe that communication is the most critical skill for an Associate Technical Support Engineer. The ability to translate complex technical jargon into accessible language for non-technical users ensures that customers feel supported and understood, ultimately leading to better service.

To stay current with product changes and updates, I regularly review release notes, participate in team meetings, and engage in continuous learning through training sessions and e-learning platforms. Networking with colleagues and listening to feedback also provides insights into how changes impact customers.

I've used help desk software extensively, particularly for tracking customer queries and managing workflows. I find it invaluable for documenting ticket details, setting priority levels, and ensuring timely follow-ups, which helps in maintaining organized and efficient support.

Sure! I once mentored a new hire struggling with troubleshooting techniques. We went through a few cases together, and I shared strategies for gathering customer information effectively. Their confidence grew, and they quickly became a reliable team member, which was rewarding for both of us.

In such a situation, I would first apologize to the customer for the repeated escalations and make sure to listen carefully to their frustration. Then, I'd quickly analyze the previous notes to identify gaps and dive deeply into resolving their concern more effectively this time.

I'm excited about the Associate Technical Support Engineer position at Box because it allows me to combine my technical skills with my passion for customer service. I admire Box's commitment to innovation and collaboration, and I'm eager to contribute to a team that truly makes a difference in how organizations manage their content.