Ascend (formerly Strive Messaging) · 14 hours ago
Customer Support Engineer
United States
Contract
Remote
Mid Level
$100K/yr - $120K/yr
3+ years expAscend is a messaging tool used by progressive campaigns and organizations around the world, seeking a full-time Customer Support Engineer to join their growing Partnerships team. The role involves troubleshooting technical issues, managing support tickets, and collaborating with the Product team to enhance user experience and empower progressive movements.
Responsibilities
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
Qualification
Required
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
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
Preferred
Background working with a small team preferred
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
Company
Ascend (formerly Strive Messaging)
Ascend is the best-in-class messaging service for nonprofits, unions, and political campaigns to connect with their supporters over broadcast SMS and Instagram.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Jedd Countey
Founder and Head of Partnerships
Torin Rozzelle
Partner Support Engineer
Recent News
strivemessaging.org
2025-04-14
strivemessaging.org
2025-03-25
strivemessaging.org
2025-02-05
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