Production Support Engineer
š²Quantum Metric
Quantum Metric is paving the way forĀ Continuous Product Design, which is a cross-team approach to building better digital products faster. The result: Teams agree on priorities, build products customers love, and innovate with speed and confidence.
šOur Culture
Our number one goal at QM is happy people, happy culture. In addition, we are obsessed with helping businesses deliver better digital products and experiences. We encourage creative problem solving, rapid innovation and bold goal-setting. Our relatively flat organization structure keeps everyone informed and enables people to get involved in solving the problems they care about most. We are a close-knit team moving fast to deliver value to our customers and continue pushing the envelope as we develop new products.Ā
š About the Role
You'll be part of our production support team, providing world-class support to our customers. You'll achieve expert level knowledge of product capabilities and configuration options. Equipped with this knowledge, you'll respond to support inquiries, share knowledge, and help customers solve problems. You'll partner with platform engineering and customer success teams to diagnose issues and ensure top customer concerns are prioritized. You will innovate and solve new problems every day.
This role is perfect for junior developers who want to grow their skills with new technologies, learn from and be mentored by experienced leaders, and gain real-world experience in the Digital Intelligence space. If you're motivated and aspire to eventually move into a senior role in Software development, Sales Engineering, or Customer Success, this is a great place to start.
š§ Responsibilities
- Resolve support inquiries from enterprise customers and internal stakeholders
- Support Platform engineering and Customer Success to diagnose issues
- Respond to tickets within SLA required timelines and provide regular updates
- Attend customer meetings, as required, to review ticket statusĀ
- Document solutions in the customer facing support Knowledge Base
š” Requirements
- You're a problem solver who desires to work closely with other like-minded engineers to brainstorm potential solutions and determine the best path forward.
- You see big-picture value in learning from those who have gone before you.
- Youāre curious, so youāre probably really familiar with a variety of different tech. This is a good thing because we understand the value of learning continuously and expanding out of your comfort zone.
- Bachelorās Degree in Computer Science, Software Engineering, Information Systems or equivalent
- Experience with SQL, JavaScript, CSS, HTML and React
- Experience with a support ticketing system (Salesforce, Zendesk, Jira etc.)
- Excellent written communication skills
- Solid Understanding of the HTTP Request / Response Cycle
- Familiar with Modern CSS Frameworks and Libraries
- Ability to manage a large volume of tickets in a timely mannerĀ
š Perks, Benefits, & Compensation
- This will be the best group that you ever work with! We support one another through challenges and win as a team. Your hard work will be well rewarded. Most importantly, you'll be strapped to a technology rocket ship bound for greatness! Your success at Quantum Metric will be a milestone in your career.
- Group benefits
- Medical, Dental, Vision Insurance (99% Medical base plan paid by the Company)
- Employee Assistance Programs (EAP)
- Telehealth options
- Voluntary Life & AD&D, STD, LTDĀ
- Healthy Rewards ā Discount Programs
- 401k and Options / EquityĀ
- Time off (Paid Vacation, Sick, Holidays)
- 11 company holidays
- 3 weeks (120 hours) accrued vacation
- Sick leave (according to state mandated allocation)
- Parental/Adoption Leave
- Promotional OpportunitiesĀ
- Rewards and Recognitions programsĀ
- One-time stipend for work at home employees
- Flexible work environments
- Employee Discount Program (Perks at Work)
- Employee Referral ProgramĀ
- Lead Referral Program
- Latest MacBook Pro and awesome swag delivered to your door
- Supportive and collaborative cultureĀ
- Compensation: $70,000-85,000
About Quantum Metric
Our mission is to help brands deliver standout digital experiences for their customers. Enterprises are using Quantum Metric to build customer-centric digital products that drive revenue and foster brand loyalty. In 2020, Quantum Metric was ranked 124 in the Inc 5000, a list of America's fastest-growing private companies.
Since our founding in 2015, weāve been serving Fortune 500 customers across e-commerce, travel and hospitality, financial services and insurance, and telecommunications. The typical Quantum Metric customer achieves a full investment payback within three months of beginning to use our real-time digital intelligence platform and, on average, a 376% ROI over three years.
In January of 2021, Quantum Metric secured its place as the first tech unicorn of the year with an above $1 billion valuation and a $200 million Series B funding round, and we are using those funds to accelerate our product and people growth. If your background matches the above role and youāre interested in joining a team of people with exceptional potential from diverse backgrounds, perspectives, and life experiences, we want to hear from you.
Ā
The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Quantum Metric reserves the right to change, edit, and add duties and responsibilities of all job descriptions at any time, at its sole discretion, and to notify the respective employee accordingly.
Quantum Metric is anĀ E-Verify employer.
The personal data you share will be used by Quantum Metric as set forth in ourĀ JobĀ ApplicantĀ PrivacyĀ Notice.
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