Jobs//Remote//Cybersecurity + IT//

Production Support Engineer - West

Quantum Metric, Inc.
| Remote
Employer Provided Salary: 72,000-93,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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🚀 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 experienced support engineers 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 Product Support, Sales Engineering, or Customer Success, this is a great place to start.

🔧 Responsibilities

  • Research and resolve support inquiries from customers and internal stakeholders
  • Lead live customer troubleshooting sessions using screen sharing technology
  • Respond to tickets within SLA required timelines and provide regular updates via written correspondence
  • Attend customer meetings, as required, to provide ticket status and explanations
  • Document solutions in the customer facing support Knowledge Base as part of Knowledge Centered Support

💡 Requirements

  • 1+ years experience in a customer facing technical support role
  • Bachelor’s Degree in Computer Science, Software Engineering, Information Systems or equivalent technical training
  • Experience with SQL, JavaScript, CSS, HTML and React
  • Familiar with Modern CSS Frameworks and Libraries
  • Solid Understanding of the HTTP Request / Response Cycle
  • Experience with a support ticketing system (Salesforce, Zendesk, Jira etc.)
  • Excellent written communication skills
  • Ability to professionally manage conflict or challenging situations with enterprise customers
  • Experience with Knowledge Centered Support methodology
  • Able to manage a large volume of tickets in a timely manner
  • Compensation: $72,000 - 93,000


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • SqlLanguages
    • HTMLLanguages
    • CSSLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • BigQueryDatabases
    • Quantum MetricAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

The Quantum Metric home office is in Colorado Springs, with an additional office in Denver, CO. Both locations are easily accessible by public transportation (we provide eco-passes for commuters), and in areas with a lot of food and activities nearby.

An Insider's view of Quantum Metric, Inc.

Headshot of Trevor

What’s the vibe like in the office?

It's a collaborative, supportive & intellectually challenging vibe. The Denver office has folks from just about every department, so there is always cross functional discussions & problem solving. Every is really sharp as well. It always pushes you to push yourself. We all genuinely enjoy being around one another. Overall, it's really positive.
Headshot of Trevor

Trevor

Senior Product Marketing Manager
Headshot of Jen

How do you collaborate with other teams in the company?

One of the exciting parts about working at Quantum Metric is we don’t work in silos. The Product Support team is at the center of all the action. We collaborate every day with Product, Engineering, Cloud Ops, Customer Success, Marketing....you name it. It really feels like one big team.
Headshot of Jen

Jen

Product Support
Headshot of Jesse

What does career growth look like on your team?

For the Quality Assurance Analyst, the growth opportunity is off the charts! My goal is that individuals in this role spend around 80% doing their daily tasks and 20% doing dedicated learning towards a specific craft. This learning could be directed towards automation, front end or back end engineering, or dipping their toe into product management.
Headshot of Jesse

Jesse

Software Quality Engineering Manager
Headshot of Mario

How do you make yourself accessible to the rest of the team?

I integrate with the team regularly. People can reach out to me any time if they need me; they have my phone number. I care about our people and this company.
Headshot of Mario

Mario

CEO and Founder

What are Quantum Metric, Inc. Perks + Benefits

Quantum Metric, Inc. Benefits Overview

At Quantum Metric, we offer a comprehensive group health plan, time off, competitive salaries, and a work environment that thrives on team collaboration and work-life balance. We understand life happens, and when it does we want our employees to be healthy and happy.

Culture
Volunteer in local community
We support a yearly community clean up on Earth Day, hold multiple events per year to raise money for Charity Water, and each employee gets 8 hours of volunteer time yearly to use at their discretion.
Partners with nonprofits
The company supports Charity: water, a non-profit organization that brings clean and safe drinking water to people in developing countries.
Open door policy
We encourage our employees to openly share ideas, voice concerns, or about anything on their minds!
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Employee awards
Flexible work schedule
Remote work program
Quantum Metric embraces remote work. We provide a home office stipend to make your workspace as effective as possible.
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
QM is committed to 'happy people, diverse and inclusive culture.' We are committed to promoting and hiring diverse individuals while training our managers in DE&I practices.
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
We have six employee resource groups: Mosaic (AANHPI), Pride, QM Parents, QM Women, We Are Black, and Young Dragons. They host multiple events per year and help our employees stay connected.
Hiring practices that promote diversity
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity.
Diversity recruitment program
We source from diverse talent pools, post many of our roles to diverse job boards, and have mandatory bias training for all members on hiring teams.
Health Insurance + Wellness
Flexible Spending Account (FSA)
Medical and Dependent Care
Disability insurance
Voluntary Short-Term and Long-Term Disability insurance to help replace lost income in the event of illness or accident that prevents employees from working.
Dental insurance
Vision insurance
Health insurance
4 health plans to choose from. We cover 99% of our employee + dependent premiums on the base plan option and allow employees to upgrade to more comprehensive plans by paying the difference.
Life insurance
Company paid basic-life insurance in the amount of 50k. Option to include additional voluntary life insurance for employee and dependents.
Wellness programs
We care deeply about the wellness of our employees. Our Wellness Committee hosts multiple events each quarter and we have many wellness benefits provided by the company.
Team workouts
We have activity related slack channels where we help hold each other accountable for getting daily movement! Also- team biking, Burpee Challenge, Global Fitness challenge, and more!
Mental health benefits
Mental Health appointments are fully covered by our company-provided insurance. Employees have access to additional resources through our EAP, telemedicine, and company-paid Calm App subscription.
Wellness days
Financial & Retirement
401(K)
401(K) matching
QM matches 50% of the first 6% of employee contributions to 401k.
Company equity
Performance bonus
Quantum Metric's performance bonus plans includes everything from cash rewards and additional equity.
Charitable contribution matching
Our company matches employees' contributions to a non-profit organization, charity: water.
Child Care & Parental Leave
Generous parental leave
We provide up to 14 weeks of parental leave for the primary caretaker. We provide 6 weeks of leave for the secondary caretaker.
Family medical leave
Company sponsored family events
Our QM Parents Employee Resource Group has put on several events for our kiddos including live Read-Alouds and a Halloween costume contest.
Vacation + Time Off
Unlimited vacation policy
Generous PTO
QM offers unlimited PTO and encourages all employees to take time off to recharge.
Paid volunteer time
Earth Day is a company paid half-day where we all get out in our communities and give back to the planet. Employees also get 8 hours of discretionary volunteer time per year.
Sabbatical
The Quantum Recharge program gives a 3-consecutive-week mandatory paid time off to employees after every 3 years of tenure in addition to their standard PTO.
Paid holidays
9 holidays plus 1 floating holiday
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
We offer a FlexPass for individuals that commute to our Denver Office.
Company-sponsored outings
We have annual holiday gatherings and regional team building activities. We also have our annual LEAP User Conference.
Free snacks and drinks
All of our offices are stocked with snacks and supplies!
Company-sponsored happy hours
Onsite office parking
Free parking at the home office and some paid-for parking at company designated office facility.
Relocation assistance
Offered on a case-by-case situation
Home-office stipend for remote employees
We offer a Work From Home stipend for office supplies for our all new hires.
Onsite gym
Professional Development
Job training & conferences
Tuition reimbursement
On a case-by-case basis
Lunch and learns
Quantum Metric holds monthly meetings presenting on the new developments in the Product. There is also a monthly CXellence meeting where Customer Success presents use cases and customer wins.
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Paid industry certifications
Case by case basis
Personal development training
Virtual coaching services
View full list of perks + benefits

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