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.

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, directly impacting customer satisfaction and the reputation of our platform.

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, TN, TX, VA, WA, WI. 

Responsibilities

• 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 Professional Services Team or Product Management Team to assess and resolve complex end-customer needs.
• 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).

Qualifications

• 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.

If you are a tech-savvy individual with a passion for delivering outstanding customer support, we encourage you to apply! Join our team and be a key contributor to providing top-notch support to our valued customers.

What We'll Offer:

Base Salary:

The base salary for this 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:

• Competitive Health Benefits: Choose from three medical plans, along with Vision, Dental, Life Insurance, and Long-Term Disability benefits, with industry-leading Employer coverage on monthly individual premiums.
• 401k Plan: Plan for your future by participating in our 401k plan, offered through Fidelity.
• Unlimited Vacation: We passionately believe in work-life balance. Enjoy unlimited vacation, with a minimum of 15 days off per year required, plus a company-wide winter shutdown, 12 paid holidays, and an additional 9 personal days annually.
• Cell/Internet Subsidy: Receive a $100/month subsidy for coverage of Internet and Cell costs.
• Health Savings Account (HSA) Contributions: Benefit from up to $100/month HSA contributions with an eligible medical plan, along with the option to make your own tax-advantaged HSA contributions.
• Equity Participation: Be more than an employee; be a partner! Our equity plan ensures our team members are truly invested in our success.
• 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.
• Pet Insurance: Access to our group Pet Insurance plan, offered through Pets Best.
• Rewards and Discounts through Cigna: Discounted Gym Memberships offered through Cigna's Active & Fit Program; discounts on everyday health products and programs; and more!

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