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 with 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

Find out more about Matillion and our core company values.

We are keen to hear from prospective employees, so please apply and a member of our Talent Acquisition team will be in touch!