We are looking for a Senior Technical Support Engineer. In this role, you’ll work directly with KidKare clients to provide technical assistance in a timely and thoughtful manner.

This individual will regularly participate in technical discussions with cross-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments and client satisfaction. You will be responsible for providing client support via phone, chat, and email. The ideal candidate will have a desire to personally resolve issues and recognize when to escalate are a vital attribute to thrive in this role.

Responsibilities:

  • Provide technical support to clients following industry best practices.
  • Lead support cases, making sure to record, track, and resolve each issue efficiently and proactively.
  • Provide fault isolation and root cause analysis for technical issues.
  • Publish Technical Support Bulletins and other user documentation in the Knowledge Base for continuous education and prevention.
  • Collect and retain client specific documentation for ease of troubleshooting.
  • Review of user documentation for training materials, technical marketing collateral, and manuals.
  • Answer client questions related to using our products.
  • Investigate various client scenarios (bugs, incorrect configurations).
  • Escalate tickets to engineering and provide reproducing scenarios.
  • Identify, record, document thoroughly and track bugs.
  • Estimating, prioritizing, planning, and coordinating support and quality testing activities.
  • Collaborate with internal team members (onshore/offshore) and clients throughout the US for end-to-end resolution of issues.
  • Maintain high client satisfaction throughout the entire problem resolution process, through frequent client updates,
  • Conduct thorough and detailed troubleshooting to provide quality support to the client, while minimizing escalations.
  • Strong Account Management skills
  • Participate in knowledge transfer activities, as required.
  • Research on various tools and technologies.

Experience:

  • Technical support: 3 years (Preferred)
  • AGILE: 3 years (Preferred)
  • C# or coding: 1 year (Required)
  • Customer support: 6 years (Preferred)

Required Expertise:

  • Knowledge in complex SQL statements
  • Ability to read C#, Javascript, and SQL

What We Are Looking For:

  • Self-starter who is excited about technology
  • Comfortable with ambiguity associated with a new role
  • Fast learner with ability to educate her/himself on relevant technologies
  • Ability to multitask and prioritize work
  • Ability to remain focused and calm under pressure
  • Excellent oral and written communication skills
  • Detail-oriented and critical thinker
  • Strong client focus – an ability to put yourself in the client’s shoes
  • Proactive, energetic, professional self-starter with excellent organizational, communication and interpersonal skills, and the ability to work effectively in cross- functional teams.
  • Experience as individual contributor*
  • Worked within global distributed teams

Required Skills & Experience:

  • Minimum of 8 years of Client Support in progressive roles
  • Experience in Web Applications support
  • Experience in database troubleshooting (MS SQL)
  • Strong troubleshooting and problem-solving skills
  • Experience in client support serving US clients
  • Coding and scripting experience to query systems for data in more than one of the following: C#, JSON, JavaScript, SQL
  • Advanced experience using SQL Server database(s)

Our Benefits Include:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Professional development assistance
  • Referral program
  • Vision insurance

Work Location:

  • Fully Remote

Job Type:​

Full-time

Pay:​

$90,000 – $110,000.00 per year

Schedule:

Monday to Friday

All qualified applicants will be afforded equal employment opportunities without discrimination because of race, creed, color, national origin, sex, age, disability or marital status.

KidKare makes web-based software that helps kids get access to healthy meals in childcare and helps child-care professionals run their businesses. There are a ton of details about Federal entitlement programs and regulations that you’ll learn eventually, but the real reason we make software is to help customers serve more healthy food to our nation’s needy children. We serve sponsors, childcare centers and home childcare providers.

KidKare is 100% remote. The company is profitable, stable, and growing. Customer loyalty is a hallmark of our business which is illustrated by our 95%+ customer retention.

COVID-19 considerations:
All interviews are via zoom; we are 100% fully remote; and are in the beginning phases of a hybrid work environment for those team members interested in returning to an office environment.

It’s quick and easy to get started

Just enter your email address below and we’ll set up a free 30 day trial just for you.

We believe in the application so much, that we know you’ll love it.

It’s quick and easy to get started

Just enter your email address below and we’ll set up a free 30 day trial just for you.

We believe in the application so much, that we know you’ll love it.

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