Technical Support Engineer

Cumulus is a platform that manages work quality for every construction and maintenance activity, all in one place. Only with Cumulus’s award-winning platform. Our goal is to eliminate accidents caused by poor work quality.

Cumulus Quality Management System (QMS) enables customers to build intuitive workflows to guide workers through mission-critical work activities, ensuring adherence to standard operating procedures. Customers track project quality and compliance in real-time by reviewing manual work data captured by connected IoT devices. With Cumulus, you’ll always know who did the work, when they did it, and—most importantly—if it was done correctly.

The Job

During a typical week on the team, you will…

• Communicate with customers via calls, tickets, chats and emails to understand and clarify issues with products or services, providing first level support.
• Research, diagnose, troubleshoot, and resolve the issues to customers’ satisfaction
• Test engineering solutions that address customer issues
• Design and develop scripts or automation to improve common issues.
• Document recurrent problems and collaborate with the product team to develop features that promote self-service.
• Work and communicate effectively with team members.
• Communicate clearly and effectively to both technical and non-technical audiences, whether it is a Slack message, Notion, Zendesk, email, or GitHub comment.

At Cumulus you will gain experience building and testing an innovative mobile app. In addition, you also get to represent the customers’ needs, helping drive quality in smart tools, and superior customer experience.

You will work closely with the leadership team to build the next generation of our high-quality products. You will have exposure to different aspects of the business, gaining wider knowledge of operations in multiple industry verticals.

About you

For this role, you have to be passionate about learning, and solving problems. You also need an eye to detail and an analytical mind. You should have a startup mentality, meaning the ability to rapidly pick up new required skills, and be proactive when it comes to task execution. You should be hands-on debugging, testing, documenting findings, and have strong interpersonal skills. You should expect tight-knit collaboration with engineering teams which is necessary to thrive under pressure. Lastly, you’ll need to have a strong sense of empathy for the customer, possess solid verbal and written communication skills and develop a broad knowledge of the product.

Responsibilities

As a Technical support engineer, you are the customer’s first point of contact. You help the customer understand and articulate the problems they experience with the product. You help the team understand the customer’s pain and focus the team’s energy on solving the right problems. You will work towards increasing the self-sufficiency of the team by fulfilling the following responsibilities:

• Troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion so that they understand the nub of the problems.
• Log, and keep track of customer system issues until they are resolved by adhering to the agreed timelines.
• Follow standard organizational procedures and SLA to resolve issues by escalating them to the relevant teams.
• Provide unambiguously written instructions or technical manuals, maintaining procedural documents and reports.
• Provide accurate feedback to customers promptly.
• Document technical knowledge in the knowledge database.
• Train customers on how to use the system.
• Assist the engineering team in testing solutions.
• Help the team continuously tune and improve its practices to better meet its goals

Professional Qualifications

Our software is built using JavaScript, controlled using GitHub and hosted on AWS. We use Zendesk Ticketing system to capture, log issues as well as respond to customers, and we communicate internally using Slack. You will gain familiarity with these technologies while working at Cumulus.

The successful candidate for Technical Support Engineer will have the following traits and qualifications:

• Relevant engineering degree(s) with a solid understanding of computer science
• Vibrant sense of humor
• Experience with Unix command line tools, shell scripting and JavaScript
• Follow the SLA for issues with respect to the severity.
• Possess strong oral and verbal communication skills
• Highly organized and detail oriented.
• You have good empathy and understanding for teammates
• We work in all corners of the world; willingness to travel domestically and internationally is preferred (we prioritize the safety of our staff and customers)

While we are a remote first organization, this role is based at our office in Waltham, Massachusetts.

Please apply directly to the position by submitting a cover letter and resume for consideration to careers@cumulusds.com.