Technical Support Engineer

About HqO

HqO is connecting real estate to the people with an asset-agnostic, cross-property suite of powerful applications and services that foster best-in-class, dynamic end-user experiences. HqO’s REX (Real Estate Experience) Platform assesses the health and performance of a person’s experience within a physical space while providing the necessary tools for operators to manage and optimize it, all from one central location. 

HqO has been trusted to power 400 million+ square feet across 700+ properties in 32 countries. We’re backed by some of the world’s most prominent VC and real estate companies as we continue to grow rapidly. 

We’re driven by our core values of LET’S GO (Learning, Excellence, Truth, Service, Goodness, Ownership), which define our culture and push us to do our best work every day. If you want to join a fast-growing, highly collaborative, and supportive team that is at the forefront of real estate transformation, we’re the company for you.

About the Role

As a Technical Support Engineer you will play a pivotal role in ensuring clients success by providing top-notch technical support and problem resolution. You'll collaborate with cross-functional teams to deliver exceptional customer experiences, troubleshoot issues, and contribute to the continuous improvements of the product.

What You’ll Do:

• Manage All Jiras Created by Support

• Triage all potential bug Salesforce tickets to determine if a Jira needs to be created.

• Create Jira tickets with associated logs, screenshots, videos, reproduction steps, customer information, etc

• Determine customer priority based on reported issue, blast radius, and customer health

• Prioritize against all other currently open Jira tickets

• Creating/Maintaining Docs in Confluence:

  • Known errors and workarounds

  • New processes for troubleshooting

  • Document Troubleshooting Guides & Steps

• Train members of the HqO and Glowtouch Support teams in any new process, procedure, errors, troubleshooting, etc

What you bring

• SaaS Technical Support experience

• Hands on CLOUD Technology experience (AWS preferred)

• Previous experience with API Development / SaaS products

• Experience with: RESTful APIs, SQL, Familiarity with at least one language like Python or Javascript

• Experience in Support case management and reporting tools such as Salesforce Service Cloud, Jira, Confluence, Looker, Datadog, Splunk, Other Logging Tools

• Able to work with logs and build hypothesis to unfold complex problems

• Experience and familiarity with tools such as Braze, Embrace, Sentry, Applanga

• Experience with relational databases (MySQL, etc.)

• Using Inspect & Webdev Tools

• Understanding REST APIs 

• Query Similar Key Phrases: Slack, Jira, Confluence 

• Github/CircleCI: Understanding of PRs and Release Workflows 

• Read Through Stories, Tech Plans, and Product Specs to Identify Desired Behavior 

• Test Ideas in Preprod/Sandbox Environment

Other Requirements

• Excellent client-facing skills

• Excellent written and verbal communication skills

• Very comfortable with technical concepts and great analytical skills

• Demonstrated ability to understand the problem statement and troubleshooting complex technical issues with ease, this includes outbound contact with customers for additional information and resolution

• Personal commitment to quality and customer satisfaction

• Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in a timely manner

• Work directly with Engineering and Product teams to resolve the issues customers have reported

• Empathy and the desire to help others

• Sense of urgency, ability to prioritize tasks based on business priorities

• Can work independently and make decisions even when limited details are available

• Diligence, patience and friendliness, even when things need to move fast

• Self-starter, able to learn new technologies “on the fly”