Associate Solutions Engineer | Housing

Provides technical support to housing customers by troubleshooting issues, investigating bugs with SQL and logs, and advising on AI configurations. Requires 1-3 years experience, CS bachelor's or equivalent, and onsite office presence.

About the job

Key Responsibilities

Deeply understand our systems, customers, and how they work best together:
- How we onboard clients and translate their preferences into our system’s settings.
- How our integrations work with client email, calendar, CRM, and property management systems.
- How our clients’ businesses work and how issues they report impact their operations.
Provide excellent, customer-obsessed support to our clients:
- Quickly, clearly, and professionally communicate with clients to understand their issues, reproduction steps, and the business impact.
- Resolve issues by providing empathetic, over-the-top, extra-mile customer service.
- Prioritize your time according to the issue's impact on our clients’ businesses.
- Advise clients on best practices for configuring and interacting with their AI Assistant.
Investigate and document bugs:
- Investigate issues' root cause and impact using SQL queries, logs, and other data sources.
- Write highly effective ticket summaries that provide clear descriptions of the issue, how to reproduce it, its business impact, and relevant documents.
- Communicate bug fixes to our clients, confirm the issue is solved, and share these updates with your team members.

Requirements

Bachelor's degree in Computer Science or equivalent field
1-3 years of experience in similar role or field
Experience with support software and CRMs (e.g., Zendesk, Salesforce) is a plus
Demonstrated technical proficiency such as a computer science degree, bootcamp certificate, or previous work experience
Bias towards data-driven decision-making and analytical skills
Strong written and verbal communication skills
Experience in a customer-facing role is a plus
Willingness to work in person at our office 5 days a week