Support Engineer

Support Engineer

This is a remote position. This position is working as part of our FanFix team. FanFix is the leading membership platform for the new generation of creators. In under 18 months, FanFix has grown to 15M+ users. Our Support Engineers are responsible for providing troubleshooting and consulting services and will be the interface between our customer service and engineering departments. This position is mainly responsible for: receiving and resolving user queries, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experiences.

Responsibilities:

• Respond to user queries in a timely and accurate manner following PUO Workflow SOPs via internal platform and IM chat.
• Identify user needs, quickly troubleshoot the technical issues, review logs, provide solutions directly to users by using internal Troubleshooting SOPs or following internal process to escalate.
• Follow up with internal teams and users to ensure that reported technical issues are resolved.
• Report platform malfunctions.
• Partner with engineering teams and associates on product optimizations.
• Update the team dashboard with synced information and useful tips from team discussions.
• Assist and support other user feedback projects.

Qualifications:

• Technical support or User/Product Operations related experience in the internet industry.
• Some java scrip or python is a plus.
• Bachelor's degree, with 2-3 years of work experience.
• Quick learner with analytical skills.
• Excellent communication and problem-solving skills.
• The ability to multi-task and work under pressure.
• Self-driven, with a strong sense of ownership.
• Flexibility to work early morning and/or late evening and/or weekend shift as needed due to time zone differences.
• Flexibility and willingness to support various projects as needed.

Location: Remote - Home Office - SoCal

Benefits:

• Paid holidays and sick leave
• Employee discounts on product
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

The pay range for this role is between $70,000 - $100,000. Actual pay within the range is dependent on multiple factors, including your residence location and prior work experience. Equity, benefits, and a discretionary bonus may be additional forms of compensation for this role and are not included in the provided pay range.