Customer Support Engineer

Our goal is to exceed expectations through our next-generation product, as well as through our amazing service as well. Our Technical Support team is integral to building great relationships with our customers and partners so we can continue to strengthen our brand and build our business. 

The Customer Support Engineer is responsible for assisting with support issues through chat, Zendesk, and Zoom. As a 15Five product expert, you will be the face of our brand and the first-line support for our customers. A quickly developing platform, 15Five has a number of different features, products, and services that the Support Engineer is expected to speak to and support for our customers. A willingness to troubleshoot ambiguous issues, an ability to connect empathetically, and adaptability to a growing business is a must for this position. 

• Customer Support
• Maintaining a positive, empathetic, and professional attitude toward customers
• Responding within SLA requirement to customer inquiries, acknowledging and resolving customer complaints
• Communicating with customers through various channels (Zendesk, chat, Zoom)
• Provide customer support to internal partners such as CSMs, AMs and Sales
• Recording customer feedback
• Feel comfortable with providing Support Leadership feedback on current processes
• Develop relationships with key stakeholders to maximize satisfaction and retention levels
• Communicating with proper grammar and punctuation
• Bringing in other areas of the business to contribute to revenue and customer maturity goal.
• Consistently meet QA goals
• Hold Office Hours with customers

• Technical Troubleshooting
• Ask powerful questions to understand issues
• Use problem solving skills and troubleshooting guides to isolate the issue
• Knowing our products inside and out to provide the best troubleshooting
• Focused on learning and finding solutions
• Hold Zoom calls with customers to troubleshoot issues live where necessary
• Handle technical issues for our Priority Customers

• Technical Writing
• Identify technical documentation needs of end users and or internal teammates
• Create training materials (e.g., troubleshooting guides, video walkthroughs, etc.)
• Organize and edit supporting documents for various product functions
• Select appropriate mediums for each message or audience (e.g., manuals, online videos, etc.)

• Peer Coaching
• Perform weekly Peer QA to give feedback to peers
• Treat feedback received with a growth mindset 
• Respond to team questions and help teammates out when possible and knowledgeable

• Communication: Communicates with the team about any trends they are seeing in Support, helps answer peer questions in the support channel, and communicates clearly with customers to educate and help support their intended outcomes.
• Peer Coaching: Completes weekly QA for peers with high-value feedback, and participates in the support team channel to help with team questions.

• At least 3 years of experience in high volume customer or technical support
• At least 2 years specifically in SaaS
• Experience with Zendesk, Django, Jira, Zoom and Slack
• Knowledge of HR and HRIS’ a plus
• Impeccable writing and speaking skills
• Attention to detail
• High levels of empathy and emotional intelligence 
• Curiosity mindset
• Must be a self-starter and have good time management skills

• Monday: Join Company Meetings, respond to customers, schedule meetings with customers for the week and join Team Huddle. 
• Tuesday: Attend the Support Team sync call, update customers on issues and reply to new tickets and respond to replied tickets.
• Wednesday: Reply and resolve customer issues, 1-on-1 with manager
• Thursday: Attend Tier 2 Team Sync, join any training sessions and reply and resolve customer issues.
• Friday: QA for peers, fill out Check-in, resolve any tickets before the weekend, and finish off the week with a Team Huddle.

ABOUT 15FIVE

15Five is the holistic performance management company. 15Five equips HR teams with a complete platform solution to improve manager effectiveness, drive high performance and engagement, and increase retention. 15Five’s easy-to-use software, coaching, manager training, and community enables HR leaders to continuously measure engagement and performance, and empower managers to drive change.

At 15Five, we focus on building a diverse team that prioritizes inclusivity and celebrates everyone’s unique identity. We are proud of our thriving hybrid culture that supports a remote-first workplace balanced with distributed office hubs, and annual opportunities for all employees to connect in person. We also offer:

- Full Medical, Dental, and Vision Insurance

- Flexible Time Off (minimum 3 weeks off every year)

- Employer paid Short-Term, Long-Term Disability, and Term Life

- 401K with 4% match at 6 months of employment

- Inclusive Benefits Stipend (to help cover some of the gap on medical needs not covered by traditional benefits)

- Up to 16 weeks Paid Parental Leave for birth and non-birth parents

- 16 paid holidays in 2025

- TalkSpace (mental health therapy)

- Wellness Coach App (offers meditation and movement classes, courses, workshops, and panels in a live and interactive setting)

- Thrive Time (2 hours of time on Friday dedicated to your personal self-care/self-growth/recharge activities)

- Monthly reimbursement for internet

- Sabbatical Program accessed at 7 Years

- We also provide extensive training and development such as strengths discovery and alignment and Manager specific development opportunities

For more information see:

Our Mission, Vision, & Values - https://www.15five.com/about

Our People and Culture - https://www.15five.com/about/careers

Diversity, Equity, Inclusion, & Belonging - https://www.15five.com/deib

Our Personal & Professional Development Resources - https://www.15five.com/resources/content-library

Reading over the role description and feeling like you don’t check every box? That’s okay; if you think you have what it takes but don’t necessarily meet all the criteria, please apply—you could be exactly who we are looking for!

15Five follows equitable hiring practices. Our compensation programs are designed to attract, motivate, and retain talented employees who are highly engaged, high performing, and have an exceptional impact on the business and our customers.

The base salary range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the role across all US locations. We benchmark all roles for compensation in ranges relative to the top half of the market of similar tech companies using up-to-date market data. Within the range, individual pay is determined by budget allocated for the role and additional factors, including job-related competencies and skills, experience, and relevant education or training. Please note that the compensation details listed in US job postings reflect the base salary only, and do not include bonus, equity, or benefits. The US new hire base salary range for this full-time role is base salary $58,000 - $61,000 + equity + bonus + benefits.

Note that base salary ranges are reviewed each year based on up-to-date market data, and team members who are performing are eligible for a merit increase, budget permitting. 

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

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