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.
