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Technical Support Engineer

Common Room

Common Room

IT, Customer Service
United States · Remote
Posted on Thursday, May 30, 2024

About us

Common Room is the customer intelligence platform that captures every buying signal, giving companies superpowers with AI enrichment and automation to reach the right person with the right context at the right time.

Despite an explosion of buyer signals, companies are left struggling with siloed point solution vendors, bloated tech stacks, and unactionable "intent" data. Common Room brings together all the buying signals you care about in one place so you can track the entire customer journey, match signals to real people and accounts, take action and automate.

We’ve raised over $50 million from top-tier investors including Greylock, Index, and Madrona to build the world's first customer intelligence platform for modern B2B companies. And we’re backed by 25+ operators from the fastest-growing companies in the world such as Figma, Stripe, Airtable, Slack, Notion, Loom, and more.

You + Common Room? You’d be joining a team that revels in asking hard questions, collaborating gladly, and making decisions quickly—a team that values simplicity, passion, trust, each other, and our customers above all.

So hello! Please, knock on our door. We'd love to meet you.

Why we need you:

Everything we do revolves around our customers, and we’re looking for a customer-obsessed Technical Support Engineer who loves solving tricky problems.

As one of the founding members of our support team, you’ll play a critical role in shaping our customer support experience. You are scrappy, detail oriented, and aren’t afraid to get into the weeds. You never have a “not my job” mentality when it comes to solving customer problems. You are passionate about working with individuals across the company to make sure our customers have a seamless experience using Common Room.

If this sounds like something you’re excited about, we’d love to hear from you.

How you’ll contribute:

  • Triage, investigate, and resolve support requests of all ranges of complexity, working both independently, in concert with Product and Engineering
  • Support customers via email, Slack and scheduled conference calls when necessary
  • Manage timely and exceptional communications with internal and external parties in order to meet customer SLAs
  • Troubleshoot customer issues and assist with identifying bugs and defects, including clear replication instructions
  • Design, develop, and publish knowledge base articles in collaboration with the product team to ensure technical documentation is accurate and up to date
  • Participate in product testing, providing feedback and submitting feature requests to the product team on issues and improvements
  • Drive operational excellence around support tooling

You will enjoy being a member of our team if you:

  • 2+ years of relevant work experience in technical support, solutions architecture or a similar role. SaaS experience is a requirement.
  • Bachelor’s degree in Computer Science, Information Technology or related field
  • Experience with troubleshooting, debugging complex issues, and delivering clear customer solutions
  • Experience with setting up and troubleshooting webhooks, API integrations, and CRM systems (Salesforce and HubSpot)
  • Experience with support tooling including Zendesk, Slack, Thena, etc.
  • Excellent written communication and interpersonal skills
  • Strong problem-solving skills and attention to detail
  • Thrive in a fast-paced environment and enjoy building from the ground up
  • Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications

This position offers a competitive compensation range of $60,000 to $90,000 OTE, accounting for experience, qualifications, location, and includes significant equity ownership.

Our values:

  • Be Customer-centric - We work backwards from the needs of our customers. The crisp articulation of customer value guides our decisions.
  • Strive for Simplicity - We choose simplicity over complexity whenever possible. We seek to identify and understand the essential quality of what we are building.
  • Make it Happen - We are quick to take the first step, and prioritize decisiveness over fear of making a mistake. We don’t confuse motion for movement and we measure ourselves on impact over actions.
  • We’re In this Together - We measure personal success by the success of our customers and teammates. Relationships matter, and the strongest ones are built on the foundations of trust, enablement, and transparency.

Our benefits:

Our investment in caring for our employees and their families is a key part of our values and culture at Common Room:

  • Competitive base compensation with meaningful equity ownership
  • Health insurance including medical, dental, and vision, HSA and FSA
  • We pay 100% of your employee premium and 50% of your premium for any dependents
  • Unlimited Paid Time Off
  • Paid Company Holidays
  • Work from home policy including a laptop and support for your home office needs
  • Monthly Remote Stipend
  • 401(k) self contribution
  • Paid Family Leave
  • Opportunity to join a diverse, passionate, and fun team at a pivotal time in the company’s lifecycle

Common Room provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.