Ascend (formerly Strive Messaging)
The messaging tool made for nonprofits, unions, advocacy, and political campaigns
Customer Support Engineer
Location
United States
Posted
14 days ago
Salary
$100K - $120K / year
Bachelor Degree3 yrs expEnglishPostgre SQLSQL
Job Description
• Manage incoming technical support tickets by scoping out potential bugs, and escalating them to internal stakeholders appropriately
• Translate technical concepts to user audiences of varying technical knowledge
• Troubleshoot user issues that arise and provide technical support
• Craft accurate and succinct updates with internal teams and external partners.
• QA new features and improvements, and confirm updates for bug fixes
• Fulfill custom data requests for customers
• Provision campaign and call numbers for new users with the long-term objective of automating request fulfillment
• Be on our two week on-call rotation each month
Job Requirements
- Bachelor's degree in computer science or equivalent practical experience
- 3 years experience in a customer support role
- A team player, who’s flexible from task to task
- Background working with a small team preferred
- Strong communication and self-management skills, you work constructively and respectfully with people from technical and non-technical backgrounds, including an understanding of how to share technical progress and manage expectations with both customers and internal teams
- Passion for progressive politics
- Bonus experience: Ability to write SQL queries to fulfill customer requests and experience with relational databases, such as Postgres SQL
Benefits
- Medical, Dental, Vision Benefits, and Life Insurance with 100% of premiums covered by Ascend
- Generous 401(k) matching
- Up to 20 days PTO per year in addition to 11 company holidays
- Yearly team retreats
- 14 Week Paid Parental Leave following the addition of a new child to your family through birth and adoption
- Coworking space stipend
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