Matillion
Denver, CO

Technical Support Engineer at Matillion

| Greater Denver Area
Sorry, this job was removed at 11:28 a.m. (MST) on Friday, August 21, 2020
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Matillion is data transformation for cloud data warehouses. In addition to award-winning, highly rated products, we are proud to have highly rated employee reviews on Glassdoor.
Matillion is dual-headquartered in Manchester, UK and Denver, Colorado and we are expanding teams globally across all functions.
As a company, our core values drive our processes. We have a bias for action, we innovate and demand quality, we work work integrity, we are confident without arrogance, customer obsessed and care about our people and our communities. We are looking for people to join Matillion who share our integrity, drive and passion.
We are now looking to add a Technical Support Engineer to #TeamGreen in our newly formed customer success team, based in Denver.
You will provide 1st response, world class service to our customers globally. You will champion customer happiness and success through patience, understanding, and technical skills. You will deliver an outstanding level of customer obsession enabling the success of customer projects. You will work collaboratively across our business to scale this function in Matillion.

Customer interaction

  • Be the first point of contact for customers who are reaching out for product support with a diverse range of problems
  • Monitor multiple channels, including email, instant messaging and phone
  • Provide technical customer interaction, case resolution or redirection, and case life cycle management

Support Case Triage

  • Establish customer identity, and maintain data quality in Salesforce
  • Establish problem severity
  • Ensure sufficient information has been supplied by the customer
  • Categorize and triage cases (especially to determine if immediate attention is needed)Redirect cases to appropriate channels internally including documentation problems, on wards to the next level of support and feature requests
  • Monitor for patterns and proactively spot opportunities for internal process improvement

Case Resolution

  • Understand the broad purpose and documented limits of Matillion's product range
  • Rejecting inappropriate support cases (example: spam email, known problem, existing feature request)
  • Gather and use information from multiple sources to make decisions or suggestions
  • Use links to existing documentation as case resolution where possible
  • Keep up to speed with known problems
  • Replicate and verify new problems where possible

Case management

  • Monitor SLAs
  • Handle case escalation
  • Close cases which have reached the criteria for resolution
  • As part of a global support team, there may be some level of case management outside of standard office hours

Product and Engineering Support

  • Provide feedback to product and engineering based on your visibility into how customers are using and interacting with Matillion

Technical / Role Specific Essential Skills

  • Exceptional communication skills
  • Well-versed and comfortable being in an external-customer-facing role, demonstrating email, phone, and social media etiquette
  • Experience in a customer service or enterprise software support role
  • Experience working in a technical environment

Personal Capabilities Required, e.g. skills, attitude

  • A passion for customer service, and a great love for helping people
  • Inquisitive by nature
  • Keen to learn
  • Able to independently investigate and understand problems
  • Some flexibility in working hours will be useful
  • Attention to detail, especially with regard to documentation, audit and data quality

Our purpose-built data integration and transformation platform is trusted by over 800 businesses all over the world.
Matillion products are used by global enterprises to handle diverse data needs, from simple data loading through to complex transformations to make data ready for analytics.
Find out more about Matillion
When we hire at Matillion, we hire people not roles. We are interested in growing our team whilst protecting our culture, with dedicated and passionate individuals who share our values.
The Matillion values are the same across all roles, functions, and geographies.
1. We are Confident without Arrogance: We take pride in what we do but we stay humble.
2. We work with Integrity: We have a strong moral compass; we are transparent, and we hold ourselves accountable.
3. We are Customer Obsessed: We will always go above and beyond, to listen to, acknowledge and value our customers.
4. We Innovate and Demand Quality: We believe no product, process or individual is finished.
5. We have a Bias for Action: We get things done...in a considered way
6. We Care about our People and our Communities: We treat people how we would like to be treated
We are keen to hear from prospective employees, so please apply and a member of our Talent Acquisition team will be in touch!

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Where we are

Tabor Center, Floor 10, Denver, CO 80202

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • SpringFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen
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What are Matillion Perks + Benefits

Matillion Benefits Overview

At Matillion we care about our people and our communities. We invest in our employees by rewarding all
permanent Matillioners in both the UK and the US with a whole host of rewards and benefits. When we say
our team is our most important asset, we mean it.

Company Equity Scheme
Launched in November 2018, our Company Equity
Scheme is currently being updated post series C.

5 Days Paid Volunteering
In line with our company value ‘Caring about our people
and communities’, we encourage voluntary work for a
charity or community of your choice.

Flexible Working Policies
Apart from formal requests, we have genuine flexible
working patterns including working from home and flexi
start and end to your working days.

Time Off
We offer 15 days PTO as we are fully supportive of a
work-life balance and encourage time away to relax and
recharge. We also show recognition for various life
events.

Career Development and Conferences
At Matillion we recognised individual goals through
regular 121’s and supporting learning through
attendance at events, conferences and workshops.
Matillioners have attended various conferences
and we also hold Matillioner licenses for UDEMY
for Business.

Parking
We cover the cost of parking in or around our offices,
dependant on availability.

Sabbatical Leave Policy
Sabbatical leave of 8 weeks is available after 5 years
continuous service and the first 4 weeks are paid.

Casual Dress Policy
We care about what you do more than what you
wear...and you can wear your Matillion branded swag.

Free Snacks and Drinks
Breakfast, fruit, snacks and drinks are available in all
Matillion offices.

Hack Days and Lunch and Learns
We have regular Lunch & Learns, Show & Tell sessions
alongside a monthly Hack Day.

Internal Comms
We hold weekly ‘What’s on my mind’ with the CEO, a
monthly all hands and an annual super all hand and
various surveys and slack channels to discuss and share
thoughts, feedback and ideas.

Health Benefits
We cover 100% of the premium for employees and 85%
of the premium for spouse and children for medical,
dental and vision insurance via Just works.

Life Insurance
A group scheme provided by AIG paid out at 4x annual
basic salary alongside our Employee Assistance Programme
(EAP).

Modern Offices
All of our officers provide a modern working environment, we
have ergonomic workstations and relaxed work spaces.

401k
We offer employees the retirement savings plan 401k.

Culture
Volunteer in local community
Partners with Nonprofits
Matillion partners with Brent's Place in Denver and Wood Street Mission in Manchester.
Friends outside of work
Eat lunch together
Intracompany committees
We have recently launched a new initiative called Matillion Together, where a group of Matillioners come together and focus on diversity and inclusion strategies.
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Various departments and teams host lunch and learn meetings at different times of the month.
Promote from within
Time allotted for learning
Matillion has 'DEAL' (drop everything and learn) Wednesday once per month alongside a Hack Day on the last Friday of every month where the team are encouraged to set aside time for their own learning.

An Insider's view of Matillion

What’s the vibe like in the office?

Matillion's office is bright and sunny with a near 180 degree view of Denver. We're pretty casual and it's not uncommon to see half the team wearing Matillion hoodies and tshirts on any given day. We're proud to be on #teamgreen! We work in a collaborative, open space that buzzes with activity each day.

Sonya Hansen

Director, Demand Generation

What's the biggest problem your team is solving?

We are focused on helping customers derive more value from their data. The most data-driven companies in the world are turning to our cloud data warehouse partners to work with more of their data than ever before, but they need an intuitive way to get their data into the right format - this is where our team comes in.

Nick Tierney

Sales Director, West

What makes someone successful on your team?

A person is most successful at Matillion when they are friendly and interested in learning about their team mates. We are in a very fast-paced environment so it helps if they are a self-starter -- someone that identifies what needs to get done based on goals and gets going! It is also important that anyone that joins Matillion has a bias for action

Sonya Hansen

Director, Demand Generation

What unique initiatives do you have that encourage innovation?

We host Hack Days for engineering that drive innovation. At a marketing level, we encourage people to take on tasks and projects that aren't typically aligned with their day-to-day role. This gives them exposure to other areas of the business as well as brings their new ideas into a place that wouldn't normally benefit from their expertise

Marketing Team

# Team Green - Denver

How do you empower your team to be more creative?

We had a super all hands event in Manchester, UK where all Matillioners were invited. Apart from having fun we also managed a business issue brainstorm where we all worked cross functionally on challenges in our business and how we could solve them together. These have been shared with the CEO to look at where we can implement some of these ideas.

Vicki

VP People Ops

Jobs at Matillion
2

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Enterprise Account Executive

Matillion
Greater Denver Area
2 weeks ago
+32
We are now looking to add an Enterprise Account Executive to #TeamGreen, based on the West Coast, ideally in California. This person will be responsible for on-boarding and delivering ARR from net new customers, as well as growing Matillion footprint at existing customers. Driving revenue growth through direct sales and partnership development within a defined geographic territory.

Enterprise Account Executive

Matillion
Greater Denver Area
2 weeks ago
+32
This person will be responsible for on-boarding and delivering ARR from net new customers, as well as growing Matillion footprint at existing customers. Driving revenue growth through direct sales and partnership development within a defined geographic territory.