Company Overview Building Robotics, Inc. is a Siemens-owned business founded in 2012, as Comfy | Enlighted. Our mission is connecting employees to the people, places, and things they need to do their best work. Our SaaS platform combines building intelligence, space analytics, and a consumer-grade mobile app technology to improve the workplace experience for Fortune 500 companies around the globe. Headquartered in the San Francisco Bay Area, our fast-growing team balances the dynamic energy of a small company with the backing of a global powerhouse. Our Promise to You We believe your work is an extension of yourself. At Comfy | Enlighted, we hire many sorts of selves and that’s what makes us exceptional. We value diversity of thought, always asking tough questions, committing to solutions—and we do that best when we have and nurture every point of view. We value you, and we want to hear you, learn from you, and move forward together. Position Overview The Support Engineer is committed to service, and ensures our clients have a successful experience by helping customers get the best out of our products and solutions. As a support team member, you will resolve customer facing issues with an eye towards creating an optimum experience. Support members play a vital role in increasing customer satisfaction, loyalty, and retention. What you will do: Triage, troubleshoot, and resolve customer reported issues leading to improved application end user engagement, creating engaged customers and facilitating organic growth. We often focus on complex issues escalated by our Tier 1 teams and support processes. Collaborate and escalate customer issues to responsible internal parties Collaborate with internal teams to track escalated issues and feature requests and serve as the voice of the customer. Identify trends and patterns from customer inquiries, inject positive change across the business with creative tools to aid customers, such as more effective self-help on our helpdesk Establish and maintain a thorough understanding of our products and any new products as they are developed, and represent Support in the development and launch of new features Help develop Support procedures, policies and standards Keep accurate records and document customer support actions and discussions Compile and analyze data and provide accurate reports to customers and internal stakeholders as needed Keep up to date on industry developments and support function best practices to areas of improvement Meet both qualitative and quantitative metrics for support responses to customers Maintain an orderly workflow according to priorities What You Will Bring Committed to doing the ‘right thing’ and delivering amazing service to customers and co-workers. Delight in solving problems for customers and making their success your mission. Drive to be part of a smart—high trust—team that delivers results. You have a passion for helping customers succeed by delivering results, exceeding expectations, and a keen analytical mind for troubleshooting issues. You have a BA/BS degree or 3+ years’ experience in a customer-facing technical support role. You are a tenacious learner, with a ‘never stops improving’ approach. Detail-oriented with excellent written and verbal communication skills. Able to write and curate content for a customer facing Knowledge Base. You have a sense of humor, optimism, and are a collaborative team player. You are a self-motivated who can juggle multiple high priority issues and ensure no issues fall through the cracks. Professional experience working with Salesforce or other Ticketing Systems Preference towards 3 or more of the following Knowledge of HVAC Systems, Controls Integration, and Building Management Systems 1+ years’ experience with Tableau, Looker, or PowerBI Experience in a scrappy “deliver results” startup environment. 3+ years’ experience in a customer-facing technical role supporting Web, Mobile, on a SaaS platform You can explain how API’s work Experience writing SQL queries 1+ year experience with JIRA and Confluence Demonstrable experience working in an Agile SCRUM environment. You understand what 127.0.0.1 means and how to perform a trace-route. Our Benefits Include Market-leading software application centered on improving the workplace experience :) Take-what-you-need vacation policy Competitive salaries Generous medical, dental and vision insurance Matching 401k policy Frequent team events (costumes optional) Independent start-up culture with the backing of a global corporate powerhouse, Siemens Our Promise to You We believe your work is an extension of yourself. At Comfy | Enlighted, we hire many sorts of selves and that’s what makes us exceptional. We value diversity of thought, always asking tough questions, committing to solutions—and we do that best when we have and nurture every point of view. We value you, and we want to hear you, learn from you, and move forward together. #LI-TMHSI Organization: Smart Infrastructure Company: Building Robotics Inc. Experience Level: Experienced Professional Job Type: Full-time Equal Employment Opportunity Statement Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law. EEO is the Law Applicants and employees are protected under Federal law from discrimination. To learn more, Click here. 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