Associate Technical Support Engineer

WHAT IS BOX? 

Box is the world’s leading Content Cloud. We are trusted by more than 115K organizations around the world today, including nearly 70% of the Fortune 500 and leaders across deeply regulated industries (such as AstraZeneca, JLL, and Nationwide), to protect their data, fuel collaboration, and power critical workflows with secure, enterprise AI.

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

Founded in 2005, Box is headquartered in Redwood City, CA, and we have offices across the United States, Europe, and Asia.

WHY BOX NEEDS YOU 

We're a customer-facing team who has developed a reputation for seeing through the forest of trees to isolate the root cause of an issue impacting a customer's experience in Box. We can speak the language of Engineers to effectively drive bug identification with the skilled ability to creatively translate technical jargon to non-technical stakeholders.

As part of our global support organization you will also assist in providing our customers with the right resources, quickly. ATSE's provide technical leadership, know-how, and mentorship and are recognized as a key escalation resource within the support organization.

As our customer base grows and rapid changes are made to our existing and future product offerings, we need ATSE's to support our continued effort to deliver customer delight.

WHAT YOU’LL DO

• Become a technical expert of the Box product suite and rapidly expand your knowledge.
• Engage in customer-facing activities such as troubleshooting and providing support to enhance their use of Box.
• Gain insights into how our largest customers utilize Box on a daily basis, becoming the voice of the customer for Product and Engineering Teams.
• Collaborate with various internal teams including Customer Success Managers, Engineers, Consultants, and Product Managers to optimize our service.
• Develop both technically and professionally through these internal connections.
• Lead initiatives that empower teammates to deliver exceptional support
• Act as a mentor to the tier 1 support team, providing guidance and assistance in resolving customer issues.
• Identify and track trending issues to proactively address them and improve overall customer experience.

WHO YOU ARE

• Degree in Computer Science or Engineering or an equivalent history of related experience required
• 2+ years experience in a Product Support role with a SaaS company
• Experience working with public API's and 3rd party Platform integrations
• Experience working with Splunk, MS Office 365, Microsoft Teams, NetSuite, Salesforce, Jira and other relevant technology tools
• Experience with Mobile Device Management, Enterprise Mobile Management, and Mobile OS systems: iOS and Android
• Significant level of comfort interacting with a high volume of customers over a variety of channels (phone, email, web-based screen-sharing)
• Intermediate experience coding in an object-oriented language (Java, C++, .NET, Ruby, Python, etc.) a plus
• Intermediate SQL knowledge a plus
• Intermediate network knowledge and ability to analyze packet captures a plus
• Strong written and verbal communication skills.

Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 2 days per week, with a focus on Tuesdays and Thursdays. Your Recruiter will share more about how we work and company culture during the hiring process.

Head-over-heels about this role — but not sure you meet all the requirements? Apply anyway! Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Box, we take a big-picture approach to hiring that fosters authenticity, diversity, and inclusion. If you're passionate about this opportunity, chances are, you shine pretty bright.

EQUAL OPPORTUNITY

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and ‎‎independence of people with disabilities and is committed to giving them the same ‎‎opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.

Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form. Reasonable accommodations may include scheduling adjustments, document dictation and beyond.

Notice to applicants in Los Angeles:  Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chair Ordinance.  The Fair Chance Ordinance is provided here. 

Notice to applicants in San Francisco:  Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chair Ordinance.  The Fair Chance Ordinance is provided here. 

For details on how we protect your information when you apply, please see our Personnel Privacy Notice. If you are a California-resident, please read our California Applicant & Candidate Privacy Notice here.