Technical Support Engineer I

Seismic is a global leader in enablement, helping organizations engage customers, enable teams, and drive revenue growth. The Seismic Enablement CloudTM provides continuous guidance to improve behavior, content, and skills for better customer engagement. Over 2,200 organizations, including IBM and American Express, rely on Seismic as their enablement platform. Seismic integrates with platforms like Microsoft, Salesforce, Google, and Adobe, with headquarters in San Diego and offices across North America, Europe, Australia, and China.

Seismic is committed to fostering an inclusive workplace that values diversity, equity, and inclusion.

Overview

Seismic specializes in sales enablement technology, offering scalable, multi-cloud SaaS solutions that integrate cutting-edge advancements, including Generative AI. The Support Engineer I plays a key role in assisting customers with Seismic’s software, used by some of the world’s largest brands. This role involves diagnosing technical issues, delivering excellent customer experiences, and working collaboratively across teams.

• Assist customers with primary issues and follow-up questions.
• Diagnose and triage customer issues to determine severity.
• Deliver exceptional customer support through various channels.
• Use the Knowledge Base and other tools to provide solutions.
• Stay updated on software updates through training sessions.
• Document and report bugs for engineering teams.
• Identify and escalate complex issues.
• Provide detailed, personalized support, including best practices.
• Collaborate with other support engineers and departments for efficient issue resolution.
• Manage casework, ensuring timely resolutions and adherence to SLAs.
• Contribute to internal support meetings and knowledge-sharing sessions.
• Maintain a high level of customer satisfaction and minimize backlog.
• Contribute to the support knowledge base for internal and customer use.

Qualifications

• 1-3 years of relevant experience.
• Positive, motivated, and proactive attitude.
• Strong academic record; a Bachelor's degree is preferred.
• Ability to understand customer concerns and business objectives.
• Comfort in dynamic environments with shifting priorities.
• Strong organizational, multitasking, and attention to detail skills.
• Analytical mindset with the ability to recognize trends in customer submissions.
• Excellent written and oral communication skills.
• Strong listening skills and ability to interpret complex queries.
• Interest in technology and solving technical challenges.
• Experience in high-growth, fast-paced environments.
• Understanding of Seismic SaaS offerings.
• Ability to troubleshoot issues using HAR files, New Relic logging, and browser session data.
• Experience with ServiceNow, Jira, Salesforce, or similar customer service systems is a plus.
• Familiarity with Google Apps, iOS, Android, and Microsoft Office.
• Ability to resolve customer issues and collaborate across departments.
• May support multiple customer support channels.