Who You Are

You have Heart for Service

We provide extraordinary service to our customers, coworkers, and our community by going out of our way to appreciate and support them.

You are Curious

We create products that help our customers listen and be curious, and we ourselves are curious. We strive to understand our customers’ business problems and the solutions delivered with our software.

You Find a Way

We help our customers and employees succeed by finding solutions to their problems. We have a can-do attitude and we do what we say we will do. 

About Alchemer

Founded in 2006, Alchemer is a powerful survey and data insights platform that empowers business professionals to make informed decisions. As SaaS application software, it offers user-friendly data collection tools for understanding customers, markets, and employees in real time and communicating this information across an organization. It provides data insights in over 205 countries, with 50K new surveys created and 5M responses collected every week.

Alchemer has tremendous opportunity to continue this growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine. Details on Alchemer’s products and services can be found on our website (www.Alchemer.com).

What You Will Do 

A Technical Support Lead is responsible for supporting and managing escalations while maintaining the relationships between departments and servicing client needs. Your day-to-day duties will include handling all ticket escalations, providing technicians direct feedback following the ticket resolution process.

How You Will Spend Your Days

• Manage pipeline of technical concerns and assist with technical escalations for customer support and internal stakeholders.
• Serve as a bridge for incident management by following established protocol. Meaning creating, tracking, updating and closing logged incidents in JIRA.
• Responsible for communicating incident status to internal stake holders and our customer base via the status page.
• Respond to cases with a sense of urgency. Create internal documentation to highlight technical workarounds for customers and internal support.
• Design and document and relay workaround solutions to customer and internal support.
• When necessary, summarize complex product issues succinctly and completely for escalation to Technical teams
• Develop deep product knowledge on a wide array of product features to effectively differentiate genuine production bugs from other technical issues
• Learn and leverage advanced troubleshooting tools
• Identify opportunities to better empower Customer support through training and tools to resolve member issues as quickly as possible
• Participate in regular meetings and calls with Customer Support and Technical teams to ensure support teams are in sync and resolving issues in the most effective manner
• Collaborate with members and customers on complex issues requiring direct communication to resolve

What You Bring to this Role

You have a minimum of 1 yr experience in Support

Native API experience

Java Script experience

CSS experience

You have the ability to handle complex calls, cases and customer escalations

You have customer centric process understanding

You embody and demonstrate our values 

In addition, you have the: 

• Ability to exercise creativity in problem-solving.
• Ability to empathize with customers and convey confidence.
• Independence to find your own answers and keep learning.
• Ability to prioritize and get things done with many distractions.
• Ability to be proficient with computers.
• Most excellent written and verbal communication skills.
• Aptitude to be a self-starter and you’re flexible with frequent change. 

Compensation for this position includes an annual base salary of $65,000, and participation in the Founder’s Pool program.

Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and eleven paid company holidays.

Alchemer is taking applications for this position from candidates who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.

At Alchemer, we're committed to attracting, developing, and promoting a diverse workforce, and infusing DEI throughout all of our internal practices. By ensuring that everyone is able to bring a diversity of talents to work, we're increasingly capable of living out our mission in helping our clients. We encourage people from underrepresented backgrounds and all walks of life to apply. 

In our beautiful new Colorado headquarters, we are actively returning to an in-office presence and as we do so, the health and safety of our team members and customers is our top priority. As part of our return-to-office and recruiting processes, we are requiring vaccination status of our employees and candidates.