Technical Support Engineer

EasyLlama is transforming the HR compliance industry by reinventing outdated and uninspiring training solutions and adapting them for the mobile-first generation. Our engaging, fun, and interactive training helps millions of employees worldwide build a safer, more positive, and inclusive workplace. As we continue to set the standard in compliance solutions, our vision extends far beyond training—we aim to partner with thousands of organizations to reduce employee risk and foster a more inclusive and secure environment for all.

With world-class customer reviews—boasting a 96% rating on G2 from over 100 reviews—and industry-leading NPS and Customer Satisfaction scores, EasyLlama is proud to have earned the trust of over 5,000 clients, including brands like Shake Shack, WeightWatchers, Sephora, JiffyLube, and Y Combinator. Our mobile-friendly platform delivers on-demand, self-paced, and bite-sized solutions that meet employees where they are, increasing engagement and retention.

At EasyLlama, we are not just transforming compliance training—we are challenging the status quo. We have a strong culture of collaboration, innovation, and getting things done.

Our Growth

At EasyLlama, we're thriving by focusing on innovation and customer-centric solutions, even in a challenging economy. Our commitment to delivering exceptional value has strengthened our customer relationships, leading to sustained growth and retention. To learn more about our growth check out this video from our CEO, Sam Devyver, celebrating our recognition on the prestigious Inc. 5000 list of the fastest-growing private companies in America for 2024.

The Role

To help us continue our mission of helping people-centered organizations create safe and inclusive workplaces, we are looking for a skilled and customer-focused Technical Support Engineer to join our team. In this role, you will provide front-line support to our customers, troubleshooting and resolving technical issues related to our products and services. You will collaborate with cross-functional teams, from engineering to customer success, to ensure timely and effective solutions that enhance the customer experience. 

What You'll Do: 

• Customer Support:

  • Respond to customer inquiries via zoom, email, or chat, providing technical assistance for all our products.

  • Troubleshoot and resolve customer issues, ensuring clear communication and timely resolution.

  • Document support cases in detail, tracking customer interactions and the resolution process.

• Issue Diagnosis and Resolution:

  • Identify, diagnose, and resolve technical issues by analyzing system logs, reproducing errors, and providing solutions.

  • Escalate unresolved issues to senior technical teams or product engineers for further investigation.

  • Provide step-by-step guidance to customers for resolving problems independently when appropriate.

• Knowledge Base and Documentation:

  • Develop and maintain internal documentation and knowledge base articles to assist customers and improve team efficiency.

  • Contribute to training materials and assist in onboarding new support team members.

  • Write SOP for other team members

• Collaboration:

  • Work closely with product development, engineering, and QA teams to relay customer feedback and product issues.

  • Participate in root-cause analysis and help improve product quality by identifying common technical challenges.

• Customer Satisfaction:

  • Ensure a high level of customer satisfaction by providing excellent service, managing expectations, and following up on unresolved issues.

  • Participate in customer feedback loops and surveys to improve the support process.

Who You Are: 

• You possess an Associate’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.

• You have worked for 3 or more in years of technical support experience, preferably in SaaS.

• You have experience assisting with API implementation, including troubleshooting and guiding customers through integration processes.

• You excel at troubleshooting integration issues related to third-party systems, APIs, and platforms, with a strong focus on SCORM (Sharable Content Object Reference Model) compatibility and troubleshooting.

• You are proficient in completing security questionnaires and ensuring compliance with internal and external security standards and best practices.

• You are familiar with troubleshooting operating systems (Windows, macOS, Linux) and common software applications.

• You have knowledge of scripting or programming languages (e.g., JavaScript, Ruby, etc.), which is a valuable asset.

• You possess strong problem-solving and analytical skills, allowing you to think critically and effectively under pressure.

• You communicate exceptionally well, both in writing and verbally, and can explain technical issues to non-technical customers with ease.

• You demonstrate a customer-centric attitude, showing patience and a genuine desire to help others succeed.

What to Expect

The interview process at EasyLlama takes about 3 weeks and includes cross-functional stakeholders of the role. Here's what the interview process looks like:

• Recruiter screen

• Hiring Manager Interview

• Live Exercise 

• Peer Panel Interview

• CEO Meet + Greet 

• Reference Check 

How We'll Take Care of You

• $84,150 to $113,850

• Flexible, fully remote environment

• 4 Weeks Vacation - Recharging is essential. We respect your time off and encourage it.

• Competitive employer-sponsored health insurances

• 401(k) + company matching

• Professional development reimbursements

• Monthly remote work stipend 

The EasyLlama herd is fully remote, with employees distributed across the US and Canada. To ensure the best employee experience, we offer competitive compensation packages, comprehensive benefits, an annual wellness stipend, PTO, 401k with company matching, and monthly team events to nurture connection!

At EasyLlama, we strive to walk the walk. We are helping make workplaces all over the globe safer and more inclusive, including our own. We honor employees and candidates from all walks of life and all experiences, regardless of race, ethnicity, veteran status, disability, sexual orientation, gender identity or religion.