Description
Podium is seeking a Technical Support Engineer to join their team. The role involves owning specific products from a technical perspective, troubleshooting, identifying, and resolving issues, and reporting feedback and feature requests to the product team.
The ideal candidate will have a customer-first mindset, 1-3 years of experience in technical or product support roles, and be able to drive innovation and thrive in an unstructured environment.
Responsibilities:
- Troubleshoot, document, and resolve bugs using AI
- Serve as a point of escalation for product-related issues
- Develop a system for feedback loops with the Product team
- Create internal documentation of products and processes
- Maintain open communication channels with cross-functional teams
- Serve as the Voice of the Customer, socializing qualitative and quantitative data to improve products
- Work cross-functionally on ad-hoc initiatives to enhance the customer experience
- Resolve escalated cases promptly while holding teams accountable to established Service Level Agreements
Requirements:
- Customer-first mindset with strong empathy and ownership
- 1-3 years of experience in technical or product support roles
- Ability to drive innovation and thrive in an unstructured environment
- Familiarity with modern web technologies (APIs, web services, JSON) and comfort with scripting or debugging tools
- Strong analytical and data-driven problem-solving skills
- Experience managing and triaging customer issues, feature requests, or product-related escalations
Benefits:
- Open and transparent culture
- Life insurance, long and short-term disability coverage
- Paid parental leave
- Fertility benefits
- Generous vacation time, plus three 4-day summer holiday weekends
- Excellent medical, dental, and vision benefits
- 401k Plan
- Bi-annual swag drops with cool Podium gear and apparel
- Stellar HQ gym with local professional coaches and classes offered
- Onsite HQ child care center, subsidized for employees