Technical Support Engineer I

Overview:

We are currently seeking a Technical Support Engineer I to join our Technical Support team and play a pivotal role in the next phase of our company's growth! This role serves as the primary point of contact for customer technical support, helping to resolve issues efficiently while delivering a consistently positive customer experience. If you are a tech-savvy individual with a passion for delivering outstanding customer support, we encourage you to apply!

As a Technical Support Engineer I at LinkLive, you’ll work hands-on with customers to troubleshoot and solve technical challenges, turning complex or urgent issues into moments of trust and confidence. You’ll collaborate closely with internal teams, develop a deep understanding of our product, and help uphold our commitment to outstanding service.

This is an ideal opportunity for someone who is technically curious, customer-focused, and excited to grow their skills in a fast-paced, collaborative environment.

**Location Requirement. This position is fully remote, but eligible candidates must reside in one of the following states: AZ, CA, CO, FL, GA, IA, IL, IN, MI, MN, NE, NH, NJ, OH, OR, PA, TN, TX, VA, WA, WI.

What You'll Do:

• Analyze user needs and assist with configuration support. 
• Answer customer inquiries and concerns via chat, call, and email. 
• Assess and prioritize cases based on urgency. 
• Work with the Service Delivery, Implementations, and Product Development teams to assess and resolve complex end-customer needs. 
• Collaborate with other developers to design and optimize code. 
• Create flowcharts and reference materials for new and existing programs or processes. 
• Document all customer communications using external CRM and internal tools. 
• Handle on-call support once every 4 to 6 weeks (includes additional compensation). 

What You'll Need:

• 1+ year of experience in software support, technical customer support, computer engineering, telecommunications, or other related fields. 
• CompTIA IT Fundamentals or similar IT certifications and/or an Associate’s Degree in IT or Computer Science is a plus. 
• A customer-centric approach with a commitment to delivering exceptional service. 
• Patience and empathy in handling customer inquiries and issues. 
• Ability to manage customer expectations and ensure satisfaction. 
• Ability to effectively communicate complex information in layman's terms to customers. 
• Attention to detail and strong analytical and critical-thinking skills. 
• Highly-organized, with the ability to document all customer interactions into a CRM. 
• Familiarity with relational databases such as MySQL, Oracle, and SQL Server. 
• Excellent written and oral communication skills. 
• Knowledge of contact center and telephony services is a plus.

What We'll Offer:

Base Salary:

The base salary for this full-time, salaried exempt position ranges from $50,000 - $68,000 annually. Actual compensation for successful candidates will be carefully determined based on a number of factors, including candidates' skills, qualifications, experience, and geographic location.

On-Call Support:

This role provides weekend On-Call Support Coverage, once every 4 - 6 weeks on average. Additional compensation for On-Call Support Coverage is paid at $400/rotation for first on-call and $100 rotation for second on-call, on top of the role's base/regular salary.

Our comprehensive package also includes:

• Exceptional Health Benefits: Choose from three medical plan options, along with vision and dental plans, with industry-leading Employer coverage on monthly individual premiums.
• Life Insurance and Long-Term Disability Plans: Coverage under these policies is paid 100% by us!
• 401k Plan: Plan for your future by participating in our 401k plan, offered through Fidelity.
• Unlimited Vacation, Personal Days, Winter-Shutdown: We passionately believe in work-life balance. Enjoy unlimited vacation (with a minimum of 15 days off taken per year required), plus a company-wide winter shutdown, 12 paid holidays, and 9 personal days for you to use every year.
• Stock Options: Be more than an employee; be a partner! Our equity plan ensures our team members are truly invested in our success.
• Cell/Internet Subsidy: Receive a $100/month subsidy for coverage of Internet and Cell costs.
• Company Incentive Plan Participation. Bonus opportunities based on overall company performance - our employees are bought in! The annual incentive compensation target for this role ranges from $1,500 to $2,040.
• Health Savings Account (HSA) Contributions: If you open an eligible medical plan, we'll contribute up to $100/month in contributions to your HSA, along with the option to make your own tax-advantaged HSA contributions.
• Pet Insurance: Access to discounted group Pet Insurance, offered through Pets Best.
• Additional Rewards, Perks, and Discounts through Cigna: Discounted Gym Memberships offered through Cigna's Active & Fit Program; discounts on everyday health products and programs; access to emotional well-being resources like Happify, iPrevail, and Talkspace; and more! 

Join us at LinkLive and be part of a team that values your well-being and professional growth!