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 for a Technical Support Engineer to join #TeamGreen based in the US.

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.

What you will be doing;

Customer interaction

• Be the first point of contact for customers who are reaching out for support with a diverse range of problems related to their implementation and use of the Matillion platform
• Monitor multiple channels, including email, web, and Slack
• Provide technical customer interaction, case resolution or redirection, and case lifecycle management

Support Case Triage

• Establish customer identity, and maintain data quality in Salesforce
• 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
• Documentation problems
• Onwards to the next level of support
• 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 both internal and external escalations related to customer issues
• 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

What we are looking for - Essential Functional 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
• 25-30% travel post covid

Personal Capabilities Required, e.g. skills, attitude, strengths

• 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.

- A truly flexible & remote working culture

- A culture that promotes work life balance

- Company Equity

- Access to mental health support

- 15 days PTO that increases to 25 after 12 months service

- 5 days paid volunteering leave

- Health insurance

- Life insurance

- 401K

- Career development with monthly hackdays and access to a Udemy account

& much more!

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

Alternatively, if you are interested in Matillion but don't see a suitable role, please email [email protected]

Matillion is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all of our team. Matillion prohibits discrimination and harassment of any type, Matillion does not discriminate on the basis of race, colour, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by law.