Associate Solutions Engineer | Housing

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

Nice to Haves

• Computer Science degree, bootcamp certificate, or equivalent
• Experience building projects using low code / no code tools such as Retool
• Advanced knowledge of Google Sheets or Excel
• Familiarity with DataDog or other similar event-logging software
• Familiarity with Postman or other API testing tools
• Familiarity with Reporting tools such as Tableau
• Experience writing SQL queries

Compensation

• Salary range: $100,000 - $135,000
• Equity in the company
• Medical, Dental and Vision premiums covered at 100%
• Fully paid parental leave
• Commuter benefits
• 401k benefits
• Fitness & home services stipend
• Unlimited vacation and paid holidays