Everwell - Customer Support Engineer (L3) (remote, NZ) - Remote Eligible

Customer Support Engineer

Timely and SalonBiz serve over 24,000 customers in 100 countries and are on a mission to build the leading platform for beauty professionals. Together we make up EverWell, an EverCommerce vertical. We offer SaaS solutions to a variety of customer sizes and types within the beauty industry, and we've got big goals and are ready to achieve them.

This is where you come in! As our Customer Support Engineer, you'll provide a bridge between our customer facing teams and product engineering teams, providing technical support for our customers as escalated by customer-facing teams.

You'll be confident in using a range of engineering tooling to identify and triage a customer's problem effectively and efficiently. You'll be curious about how things work and use that knowledge to think laterally about possible workarounds.

What you'll do:

• Responding to escalated customer support requests - You'll investigate issues reported by customers, provide custom data as requested.
• Respecting our customers - You'll handle customer information with care, keeping it confidential and using it only for its intended support purpose.
• Technical investigation and problem solving - You'll understand and navigate transactional databases, writing efficient and safe SQL scripts to query production environments.
• Efficient time management and prioritisation - You'll use sound judgement to prioritise tasks across multiple sources.
• Team player - You'll build a great working relationship with the other support engineers and default to working collaboratively with your team members.
• Build tooling to automate workflows - You'll identify common requests or repetitive administration tasks or areas for improvement. And have a strong focus towards building out tooling to automate common requests.
• Strong and clear communication - Your support request responses will be highly accurate and informative. Act as a communication bridge between technical and non-technical stakeholders, translating complex concepts.
• Being an advocate for the customer - Advocate for the customer's perspective and you'll be familiar with problems commonly encountered by the support team and proactively suggest solutions that can benefit them (and our customers).

What you'll bring:

• 3 years experience in a similar role
• Strong troubleshooting, problem-solving skills and passionate about the customer experience
• Knowledge of databases, APIs, logs and basic scripting and querying
• Comfortable with a variety of debugging tools such as browser tools, reading code etc.
• Familiarity with support tickets and customer ticketing systems
• Experience with observability tools (e.g. SumoLogic, New Relic, DataDog etc)
• Experience in developing web applications in any modern technology
• Strong communication skills, both written and verbal, and an ability to translate technical concepts to non-technical audiences.
• Strong time management and ability to self-prioritise
• Empathy and ability to provide constructive and understandable feedback to others.
• A natural curiosity and willingness to learn

Nice to haves:

• Experience working in a SaaS company
• Experience with C# and/or modern front end JavaScript frameworks
• Familiarity with Cloud PaaS infrastructure (e.g. Azure, Google Cloud Platform, AWS etc)

Research shows that while men apply to jobs when they meet ~60% of criteria, women and those in underrepresented groups tend to only apply when they check every box. So if you think you have what it takes but don't meet every single bullet point above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Why join us? At EverCommerce, we lead with inclusion and use our values to inform our decisions. We succeed together and celebrate the things that make us unique. We're big believers in work-life balance and offer additional annual leave so you can fully switch off and relax throughout the year. We trust our team to work where they are the most productive. You'll have the flexibility to work from home or the office. We have office space in Auckland, Wellington, and Dunedin and provide a high-spec home office set up. We set a high bar and support our team to innovate and focus on continuous growth. You'll enjoy a professional development budget to fuel your growth, and an annual wellness allowance to fund the things that support your wellbeing.

This role is full time, permanent and can be based anywhere in New Zealand. For the right candidate, we are willing to consider part time (around 4 days a week). You must be legally entitled to work in New Zealand. Applications close when we find the right person!

Let us know any considerations which would enable your experience in our recruitment process to be more inclusive, such as non-traditional application formats, closed captions during video interviews, or accommodations for learning differences. EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!