Remarcable, Inc. logo

Support Engineer

Remarcable, Inc.Omaha, NE Onsite
On-site Full-time

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Experience Level

Entry Level

Qualifications

QualificationsStrong problem-solving skills and attention to detail. Excellent verbal and written communication abilities. Familiarity with customer support tools and software. Ability to work both independently and as part of a team. A passion for technology and a desire to learn and grow.

About the job

About the Role

Join Remarcable, Inc., where we are revolutionizing the way electrical contractors and distributors interact, procure, and manage operations. Our innovative cloud-based platform enhances procurement, inventory, and tool management, empowering contractors with the efficiency and insights necessary to build the future.

We are looking for enthusiastic Support Engineers who excel in customer assistance, workflow comprehension, software troubleshooting, and cross-team collaboration to resolve technical cases. This position is perfect for individuals eager to advance their careers in SaaS support, data troubleshooting, integrations, and systems thinking.

If you enjoy solving complex problems, rapidly learning new technologies, and effectively communicating with clients, you will flourish in our dynamic environment.

Key Responsibilities

Technical Case Management

  • Assess incoming support requests, categorize issues, and determine subsequent actions.

  • Manage support tickets from start to finish, ensuring clear and consistent communication.

  • Utilize structured troubleshooting methods to analyze system behaviors and workflow logic.

  • Document replicable steps and provide detailed escalations as necessary.

Data and System Operations

  • Conduct basic data investigations using Excel and foundational SQL (or a willingness to learn).

  • Assist Delivery Services with stock and tool uploads, as well as configuration tasks.

  • Identify workflow discrepancies and highlight potential defects or mapping issues.

  • Support system setup during customer onboarding or workflow modifications.

Customer Engagement

  • Engage with customers via phone, video, and email.

  • Guide users through procurement, ordering, and tool management processes.

  • Maintain a professional and solution-oriented demeanor in all interactions.

Team Collaboration and Documentation

  • Work collaboratively with Customer Success, Supplier teams, Engineering, and Onboarding.

  • Document troubleshooting processes, case trends, and internal knowledge resources.

  • Participate in knowledge-sharing initiatives to enhance overall technical expertise.

About Remarcable, Inc.

At Remarcable, Inc., we are at the forefront of transforming the electrical contracting industry. Our cloud-based platform is designed to optimize procurement, inventory management, and operational efficiency, allowing contractors to focus on what truly matters—building the future.

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