Canopy Children's Solutions · 15 hours ago
Technical Support Engineer
South Jordan, UT
Full-time
Hybrid
Entry Level
1+ years expCanopy is a fast-growing SaaS company in South Jordan, Utah, focused on creating user-friendly software for accounting firms. The Technical Support Engineer will provide direct technical support, resolve complex issues, and collaborate with cross-functional teams to enhance customer satisfaction and drive improvements.
Child CareHealth CareNon ProfitNursing and Residential Care
Responsibilities
Provide direct technical support by diagnosing and resolving complex technical problems related to the Canopy app
Work with Tier 2 Support to ensure smooth escalations and prompt resolutions
Foster a culture of ownership and accountability by coaching TSEs on best practices for troubleshooting and customer interaction
Act as a point of contact for cross-departmental collaboration, working with Support, Product, CX, and Engineering to address high-priority issues
Provide feedback to the Engineering and Product teams regarding trends and recurring issues to drive improvements
Lead regular team meetings, provide performance feedback, and implement strategies for continuous improvement
Manage customer escalations, working closely with the Customer Success and Account teams to mitigate churn risk and ensure customer satisfaction
Assist in creating and updating knowledge base documentation for technical issues and solutions
Drive process optimization to improve efficiency, reduce escalations, and enhance overall team performance
Qualification
Required
1 to 2 years of experience as a Technical Support Engineer (TSE)
Strong understanding of SaaS environments and web applications
Experience with ticketing and customer communication tools such as Intercom and Jira, or similar software
Ability to prioritize and manage multiple tasks effectively, while remaining hands-on with customer escalations
Strong analytical and problem-solving skills with a customer-first mindset
Excellent written and verbal communication skills
Experience working cross-functionally in a fast-paced environment
Preferred
Basic SQL knowledge and experience using network diagnostic tools like Sentry or DataDog
Familiarity with accounting software or a background in working with SaaS products
Benefits
Flexible Paid Time Off - •you're actually encouraged to use, plus 10 company holidays!•
❤️ Health Benefits - •including Medical, Dental, and Vision and an HSA Match.•
401(k) - •we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.•
Mental Health - •all employees have access to Impact Suite & to our Employee Assistance Program (EAP).•
Paid New Parent Leave & Birthing Parent Leave - •so you're able to care for your little ones.•
➕ Supplemental Benefits - •including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.•
Nectar - •our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!•
Company Events •- including monthly company-wide meetings, summer parties, and more.•
ERG Committees •- to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more.•
• Fully-stocked kitchen - •Keto? Vegan? Flexitarian? Mandalorian? We've got you covered.•
Company
Canopy Children's Solutions
Canopy Children’s Solutions has been reliably delivering solutions since 1912.
501-1000 employees
H1B Sponsorship
Canopy Children's Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Late StageLeadership Team
John Damon, Ph.D.
Chief Executive Officer
Shea Hutchins
Chief Solutions Officer
Company data provided by crunchbase