Technical Support Engineer

Technical Support EngineerAs a Technical Support Engineer at Windfall, you'll own the customer support queue and the systems behind it. You'll onboard new customers, configure accounts, map high-priority datasets, and resolve technical issues. Then you'll ask the next question: why did this ticket happen, and how do we stop it from happening again? Sometimes the answer is a better help article. Sometimes it's a product fix. More and more, it's an AI workflow that answers the question before the customer has to ask.This role is a great fit if you're early in your career, operations-minded, and curious about AI. It isn't SQL-heavy or a deep engineering role. We want a resourceful problem-solver who likes data, sweats the details, and would rather fix a problem once than answer it a hundred times.We're on a mission to change how organizations perceive and use people data. And we hold true to our core values of: Be an excellent communicator; Operate with transparency; Provide leverage, not optimization; Win When Our Customers Win; and Act with integrity and trust.What You'll DoOwn the support queue: triage, troubleshoot, and resolve inbound tickets in Pylon, and escalate crisply to Product or Engineering when neededSupport new customer and user onboarding, and get them to first value fastMonitor data delivery queues and account and dataset health, and catch issues before customers doSupport wealth analytics reports and match analysis workflowsFind the root cause of recurring issues and fix it with an operational improvement (e.g., a playbook, a knowledge base article, product feedback, or AI automation)Build and improve AI workflows that deflect and auto-resolve common questionsWhen a playbook doesn't exist yet, build it, and document your work so every handoff is cleanKeep accurate records in Pylon, Salesforce, and our internal knowledge baseTurn customer feedback and bug patterns into clear input for the product roadmapWhat Success Looks Like In Your First 90 DaysYou run the queue on your own with fast, reliable response timesEach of the top recurring ticket types has a playbook, a help article, or an AI answerProduct and Engineering see you as their clearest source of customer signalAbout YouOperational mindset: when you see a repeated task, you want to fix it, template it, or automate itAI-curious: you already use tools like Claude or ChatGPT to work faster, and you want to build with themDetective instinct: you dig until you find the why, not just the whatAdaptable communicator: you can switch easily between a frustrated customer, a busy engineer, and an executiveNatural documenter: you write things down so others don't have to ask (bonus points if you're a Checklist Manifesto fan)Calm prioritizer: you separate the urgent from the noise, and you know when to solve something yourself and when to ask for helpRequirementsMust be able to work in office 4-5 days per week. (We are an in-office culture with flexibility for one day per week work from home for employees in good standing, after an initial probationary period)2+ years of professional experience, with 1+ years in technical support, RevOps or sales ops, data or marketing analysis, or another CRM-adjacent role, ideally in B2B SaaSComfortable with CSVs, spreadsheets, and CRM data models (objects, records, fields)Experience with Salesforce, HubSpot, or a similar CRMExperience with a ticketing or support platform (Pylon, Zendesk, Intercom, or similar)Strong written and verbal communicationBachelor's degree or equivalent experienceNice To HaveExperience building AI workflows, automations (for example, Zapier), or botsKnowledge base or technical writing experienceLight scripting or advanced spreadsheet formula skillsExposure to data matching, data enrichment, or nonprofit or financial services dataAdditional Information: Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. We also offer a comprehensive benefits package, which you can explore on our careers site.About WindfallWindfall is a people intelligence and AI company that gives go-to-market teams actionable insights. By democratizing access to people data, organizations can intelligently prioritize go-to-market resources to drive greater business outcomes. Powered by best-in-class machine learning and artificial intelligence, Windfall activates insights into workflows that engage the right people for each respective organization. More than 1,500 data-driven organizations use Windfall to power their business. For more information, please visit comply with CCPA. For more information on how we comply, review our privacy notice.Windfall is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.We may use AI tools to assist parts of the hiring process, such as reviewing applications or analyzing resumes. These tools assist our team and do not replace human judgment. Final hiring decisions are made by people.