Customer Support Engineer

Job Posted: Oct 05 2020
Location: Washington, DC

Enovational is a fast growing technology startup building web and mobile applications. We specialize in delivering award-winning user experiences paired with cutting edge technology, as both client solutions and our own consumer products. We believe our successes come from our teamwork and mutual respect for each other’s talents and unique perspectives.

So when we say we are looking for an Customer Support Engineer, yes, we need help making sure our clients are receiving the best support possible when they encounter issues, but we also want someone ready and willing to form lasting bonds with clients to help promote retention, growth, and success. 

What you might do on any given day:

  • Be the first point of contact to provide immediate and thoughtful support for new and existing via email or phone-based communication.

  • Investigate, diagnose and troubleshoot customer reported issues providing reasonable workarounds where possible. 

  • Thoroughly document defects with steps to reproduce and triage them through the defect lifecycle. 

  • Escalate complex issues and or high priority issues to our QA department, engineers and product owners.

  • Record and synthesize feedback to return to our quality assurance, development, and marketing teams so we can continuously shape our products and documentation material to help support our customer.

  • Work within and across our implementation support, development, and product teams to validate products using both client specific and generic configurations.

  • Ensure that the configuration is correct per the agreed upon documentation and, verify through testing that changes made to one part of the application do not negatively impact other parts. Report and review testing results and provide feedback to the product team. 

  • Perform manual test execution identifying defects and conducting root cause analysis of the issues discovered.

  • Collaborate with product owners to develop an understanding of user stories and use cases in order to assist with the configuration setup of different environments.

  • Build relationships and empathize with clients through mutual trust and understanding. No issue is too small for you to provide the highest level of care and attention. 

We think you’ll enjoy working with our team if you:

  • Are passionate about people - you want to help make sure everyone who interacts with the product has a positive experience.

  • Are inquisitive and love solving puzzles - nothing feels better to you than digging deep into an issue and coming out on the other side with a solution that helps support everyone. 

  • Are a perpetual learner and excited to experiment with new tools, processes, methods, and ideas.

  • Take initiative, aren’t afraid to fail, ask thoughtful questions, and constantly seek better ways of working and communicating.

  • Have a positive yet practical attitude. You are willing to take on any task that might help take one of our products a little further.

  • Have strong interpersonal skills and an ability to communicate succinctly verbally and in writing across different teams and clients.

This position might not be for you if you:

  • Aren’t comfortable working directly with clients and users, and are not willing to travel to Maryland or DC to meet with them in person.

  • Don’t like the idea of jumping in with your own suggestions and strategies for how to best use your expertise and help establish better implementation and customer support practices.

  • Prefer a lot of structure and a set routine over having variety in your day-to-day schedule. 

  • Prefer owning a project individually rather than working collaboratively across teams.

If you’re interested in applying:

Our ideal candidate would hold a bachelor’s degree or equivalent years of experience, and we’d love to hear the story of how you think your degree in Computer Science, Psychology, Business Administration, or anything else is going to help you add to our team. Our ideal candidate would have experience in a customer support or quality assurance role, however, we are just as focused on finding an individual with the passion to learn new skills and do what it takes to help our team be successful.

We’re a growing company and care very much about creating an amazing work environment with great growth opportunities, and hope that you’ll join us early to help shape a bright and exciting future for our ambitious company.

To apply, fill out the form below and submit:

  • Your resume

  • A cover letter telling us about a time you were able to exploit or game a system (computer or non-computer) to your advantage due to a flaw or omission, or simply a description why you’re interested in this position

If you have any additional questions, please contact careers@enovational.com

Applicants have rights under Federal Employment Laws:

Please review the materials linked below, from the United States Department of Labor, to learn more.