Kixie · 8 hours ago
Technical Support Engineer
Santa Monica, CA
Full-time
Onsite
New Grad, Entry Level
$68K/yr - $75K/yrKixie is dedicated to empowering sales professionals with an all-in-one sales engagement platform. They are seeking a Technical Support Representative to handle technical inquiries and troubleshoot issues related to their integrations and telephony systems, ensuring customer satisfaction and smooth operations.
Enterprise SoftwareInternetMarketing AutomationSaaSSales AutomationTelecommunications
Responsibilities
Serve as the first line of contact for customer issues via phone, email, and chat, ensuring timely and empathetic resolution
Troubleshoot and diagnose technical problems across APIs, integrations, and telephony systems, escalating when necessary
Collaborate with Engineering, Product, and Customer Success to resolve issues and surface product insights
Create and maintain support documentation, FAQs, and learning resources to scale customer enablement
Lead customer trainings, screen shares, and workshops to drive adoption and success
Identify recurring issues, trends, and feature requests to inform product improvements
Help improve internal support processes and automation for greater efficiency and consistency
Qualification
Required
Proven communicator with empathy and patience across phone, email, and chat
Strong analytical and problem-solving skills; able to break down and resolve complex issues
Experience with CRM platforms (Pipedrive, Salesforce, HubSpot) or similar tools
Solid understanding of web technologies (APIs, webhooks, HTTP, JSON) and comfort using diagnostic tools (Postman, browser console, logs)
Comfort working with data and interest in learning tools like Omni/Looker to inform decisions and measure performance
Prior experience in a technical support, IT, or software-related role, or equivalent technical education/training
Tech-savvy and quick to learn new systems (experience with SaaS integrations or telephony/VoIP is a plus)
Familiarity with ticketing systems (e.g., Zendesk, Intercom) and documentation best practices
Growth mindset and proactive in improving processes and customer experience
Bachelor's degree or equivalent technical background preferred
Benefits
Comprehensive medical, dental, and vision insurance
Unlimited paid time off (PTO), sick leaves, and paid holidays
A pet-friendly office so your furry friends can be part of your workday
Complimentary parking in our secure garage
Opportunities to learn everything there is to know about tech startups and developing your CS skills
A collaborative, dynamic, and supportive team environment!
Company
Kixie
The sales engagement platform that boosts sales team performance with ultra-reliable, easily-automated calling & texting for leading CRMs.
Founded in 2013
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2014-11-01Seed
Leadership Team
Jeff K.
Co-Founder
Keith Muenze
Co-Founder
Recent News
2024-05-24
Company data provided by crunchbase