Soma Capital Portfolio Jobs

Technical Support Engineer



IT, Customer Service
San Francisco, CA, USA
Posted on Tuesday, July 2, 2024

This is Technical Support at Lattice

At Lattice, our Technical Support Engineering team serves as the backbone of our commitment to customer satisfaction and product excellence. We pride ourselves on being the foremost experts in our products, dedicated to ensuring unparalleled support experiences.

As a Technical Support Engineer, you'll immerse yourself in the intricacies of the Lattice product, providing expert technical assistance and diligently troubleshooting customer issues with tailored solutions. Your role is pivotal in fostering trust, reliability, and support among our customers and team members, leveraging your deep understanding of our product and technical prowess.

Collaboration is at the heart of what we do. You'll work closely with our engineering and product teams, advocating for customer needs while contributing to ongoing projects aimed at enhancing our support processes and tools. Your mission is to be the initial point of contact for technical inquiries, driving resolution and actively participating in process enhancements to continually elevate the customer experience. If you're passionate about delivering exceptional support and making a meaningful impact on both our internal teams and external clients, we welcome you to join us!

What You Will Do

  • You’ll keep in close contact with front-line feedback by helping customers troubleshoot technical support topics; including HRIS and SCIM integrations, SAML, SSO, API, and SFTP through live chat, email, or phone
  • You'll independently manage technical cases to ensure prompt resolution
  • You'll improve processes based on data insights, focusing on documentation and engineering tasks
  • You’ll support the prioritization of engineering bugs and tasks and balance the needs of our customers
  • You’ll lead product feedback projects to improve operational efficiency
  • You’ll be a dedicated product partner with our Engineering and Product team to provide a customer-centric perspective
  • You’ll be a part of our Customer Care on-call incident response team and work with engineering on resolution communication to internal teams
  • May require 5-10% travel to allow individual teams and departments potential in-person events to strategize and team building

What You Will Bring to the Table

  • Your stellar communication skills enable you to effortlessly translate technical information into easily digestible solutions
  • You possess a genuine passion for ensuring our customers achieve both personal and professional success
  • You eagerly leverage data insights and anecdotal feedback from customers to continually elevate the quality of our interactions
  • You thrive on process improvement initiatives, constantly seeking innovative ways to enhance our operations and anticipating "What's Next?"
  • Your proactive approach drives you to identify and implement effective solutions
  • You demonstrate robust skills in SQL, integrations, and database administration

The estimated annual cash salary for this role is $69,000 - $101,500. This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical insurance; Dental insurance; Vision insurance; Life, AD&D, and Disability Insurance; Emergency Weather Support; Wellness Apps; Paid Parental Leave, Paid Time off inclusive of holidays and sick time; Commuter & Parking Accounts; Lunches in the Office; Workplace Amenities Stipend, Internet and Phone Stipend; One time WFH Office Set-Up Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget; Sabbatical Program; and Invest in Your People Fund

*Note on Pay Transparency:

Lattice provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on (a) location, as Lattice factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and (c) individual candidate experience.

Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law.

About Lattice

Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choices than ever before, businesses that put employees first are winning 🏅– and Lattice is building the tools to empower those people-centric companies.

Lattice is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line 📈. Since launching in 2016, we have grown to over 5,000+ customers globally, including brands like Slack, Robinhood, and Gusto.

Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

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