T2 Support Engineer
vantaca · Wilmington, USA ·
- Work mode
- Remote
- Category
- Support
- Experience
- 2+ years
Description
Vantaca just achieved unicorn status with a $1.25B valuation, so it's safe to say we're past the "scrappy startup phase." We're not just building a successful company – we're building the category-defining platform that will transform how an entire industry operates.
Here's the reality of our trajectory:
- Growing 100% year-over-year
- Our AI product (HOAi) went from $0 to millions in months
- Backed by Cove Hill Partners and JMI Private Equity
- 6M+ doors on our platform, displacing legacy systems
We are a winning team that believes in working together to make big ideas happen. We are a collaborative and visionary group that holds ourselves accountable for our results. Our ability to be nurturing and agile allows us to adapt to change and support each other through any challenges that come our way. We are customer-centric, meaning that we put our customers' needs and preferences at the heart of our work. We are authentic game changers that are building something cool and people like it here.
Overview
As a Tier 2 Support Engineer, you will be part of a rapidly growing skilled team of individuals focused on continuously learning, improving processes, and solving problems. You will troubleshoot, diagnose, and triage the issues escalated to the Tier 2 Support Team, while providing an excellent customer experience. This engineer is responsible for identifying the root cause of issues and providing a mitigating solution where appropriate, as well as, triaging and escalating issues as necessary.
Accountability Key Initiatives
- Triage issues escalated to Tier 2 Support
- Troubleshoot assigned and escalated issues
- Resolve questions
- Make code fixes to resolve issues
Expectations for Success
- 10 customer tickets solved per day
- > = 80% First and Next Reply SLA Attainment
- > = 92% CSAT
Responsibilities
- Work within the Support to automate and simplify processes to work smarter, not harder.
- Take ownership of the issues escalated from Customer Support.
- Triage and escalate issues to the CMP engineering Team Lead as necessary.
- Collaborate with Product, Design, and Engineering Team to resolve issues escalated to CMP Engineering Support as necessary.
- Troubleshoot C# code with Visual Studio’s debugger.
- Troubleshoot stored procedures within SSMS and resolve or escalate issues as appropriate.
- Run SQL queries to provide clients with exported datasets via Excel or make necessary data adjustments to ensure the proper function of the CMP application and dependent platforms.
- Work with fellow CMP Support Engineers to diagnose and identify code bugs.
- Create, contribute to, or validate documentation on known bugs and processes to promote efficient issue resolution.
Requirements
- Minimum 2 years of experiences as a Support Engineer at a SaaS company.
- Familiarity in C#, .NET, and SQL server.
- Aptitude in navigating and troubleshooting in Visual Studio.
- Strong critical thinking and troubleshooting skills.
- Excellent communication skills and the ability to convey technical topics to a non-technical audience.
- Customer support experience.
Core Values
- Always Growing: Likes change and enjoys finding new ways to improve their knowledge and the product. Always ready to learn quickly, helping themselves and the team grow.
- Win as a Team: Builds trust and works together by making sure everyone communicates well. Actively involved in daily work, working closely with the team, listening to their ideas, and celebrating successes together.
- Accountability Starts with Me: Notices problems and takes personal action to solve them.
- Unwavering Commitment to Customer Experience: Regularly talks to customers, taking personal responsibility to understand what they need, address concerns, and make their experience better with improved Vantaca processes.
- Innovate Boldly: We challenge the status quo and push boundaries to create meaningful change. We act with urgency and purpose, knowing that innovation drives our success.
Why You Should Join Our Team
- Our eNPS is +68! (Google it, that is great).
- Benefits: Medical, Dental, and Vision kick in day one.
- Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year).
- 401K with Company Match.
- Remote Flexible - come to the office when needed.
- Great parental leave benefits.
- Named on Inc 5000 list of America’s Fastest Growing Private Companies.
- Named on Inc 5000 Vet 100 Private Companies list multiple years in a row.
- Winner of Coastal Entrepreneur Award, Technology Category.
- Active employee-led Culture Committee.
- Ongoing industry and professional development trainings available to all employees.
- Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community.
- We’re playing offense to win! Our product market fit and our world-class employees make us the leader in our space. We’re building something cool and people like it here.
The base salary range for this position is $75,000 - $95,000 annually. Final compensation will be determined based on factors including experience and qualifications. Vantaca offers comprehensive benefits including medical, dental, and vision insurance through Blue Cross Blue Shield of North Carolina and Principal; Health Savings and Flexible Spending Accounts; a 401(k) plan with company match (up to 3% after one year, with Vantaca covering all administrative fees); and at no cost to you: life and short term disability insurance, telemedicine through Teladoc, and an Employee Assistance Program providing 24/7 access to counseling, financial planning, legal services, and family support resources.
We receive many resumes for our open positions and each one is reviewed by a human being on our recruiting team. We will compare your background with the qualifications and requirements for the position.
If you are selected for an interview you will receive an e-mail from someone on our recruiting team with an @vantaca.com email address. It may take some time for us to review all of the applications so give us some time to respond. We appreciate your interest in this role.