Customer Support Engineer
RemotePosted 3 weeks ago
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Upload Your ResumeAbout This Role
Serve as the primary point of contact for technical support across Ascend's platform, troubleshooting technical issues for users, escalating bugs to full-stack engineers, and collaborating with the Product team to deliver value to progressive movements.
Responsibilities
- Manage incoming technical support tickets by scoping out potential bugs and escalating them to internal stakeholders appropriately
- Translate technical concepts to user audiences of varying technical knowledge
- Troubleshoot user issues that arise and provide technical support
- Craft accurate and succinct updates with internal teams and external partners
- QA new features and improvements, and confirm updates for bug fixes
- Fulfill custom data requests for customers
- Provision campaign and call numbers for new users with the long-term objective of automating request fulfillment
- Be on a two-week on-call rotation each month
Requirements
- Bachelor's degree in computer science or equivalent practical experience
- 3 years experience in a customer support role
- Strong communication and self-management skills
- Passion for progressive politics
Qualifications
- Bachelor’s degree in computer science or equivalent practical experience
- 3 years experience in a customer support role
Nice to Have
- Ability to write SQL queries to fulfill customer requests
- Experience with relational databases, such as Postgres SQL
Skills
* Required skills
Benefits
About NTEN
Exponent Partners is transforming how nonprofits use information systems, not as burdens to manage, but as multipliers of mission impact. We help organizations align technology with strategy so they can serve more people, prove impact to funders, and adapt with resilience in today’s volatile, uncert...