Customer Support Engineer Intern

At Cloud Elements our customers experience and making them successful is one of our most important tasks. Given that our customers pay us over time customer satisfaction, retention and growth are keys to our longevity.  In this role you will be a major contributor on the Customer Success Team in ensuring our customers find value in our products and get the technical help when they need it. This position is based in our headquarters in Denver, Colorado.

What you will do as a Customer Support Engineer at Cloud Elements:

• Work within our Support Portal (Zendesk) and maintain key metrics including: initial response time and ticket creation to resolution time.

• Work to troubleshoot problems in real-time, interacting with customers (through phone calls and screen shares) as well as internal resources to deliver maximum customer satisfaction.

• You will use your Java and JavaScript programming skills to help our customers find the maximum value in their Cloud Elements solution.  

• You will have a strong knowledge of APIs and Web Services including REST, SOAP and XML.

• Identify, verify, and reproduce difficult to solve customer problems that may come from multiple sources and work through those issues to resolution with the appropriate team

• Help build out our Support Portal through content and internal integrations

• Brainstorm and implement ways to streamline our processes to keep our support structure fast and adaptable

• Work in a collaborative team, awesome location, and have the opportunity to make a huge impact on how we keep customers happy!

What we are looking for:

• Working on a BS or MS in Computer Science or Computer Information Systems

• Knowledge of SaaS, IaaS industry, API development and Cloud companies

• Customer service skills and business acumen

• Passionate about troubleshooting and root cause analysis

• Self-motivation and excellent problem-solving skills

• Strong ability to influence and inspire others

• Ability to communicate with technical and non-technical individuals and translate when needed

• A drive to improve, both personally and professionally