Senior Technical Support Specialist at LeanData
Sunnyvale, CA, US
 
We are looking for an extremely motivated and seasoned Senior Technical Support Specialist who can support our enterprise customers and help them maximize the value they get from the LeanData platform.
 
We view our customer experience as a strategic, competitive advantage. If you do as well and are passionate about customer experiences, detail-oriented, and excited to roll up your sleeves to make customers successful, you may be just who we’re looking for.
 
This is your opportunity to join a red-hot technology company and have a real impact.

This is a cross-functional, individual contributor, role that will interact with many teams and will also serve as the face of LeanData to many of our customers. 
 
Responsibilities
 
  • Provide technical support and troubleshooting to drive the success of LeanData’s customers
  • Assist with managing daily support team operations and processes
  • Seek to improve upon and streamline internal procedures while mentoring junior team members
  • Master LeanData’s product capabilities and serve as a subject matter expert within the support team
  • Manage inbound customer inquiries and issues across multiple channels (phone, email, chat, online community, etc.)
  • Maximize customer satisfaction through the timely and accurate resolution of customer inquiries/issues – meet or exceed support level goals
  • Proactively identify, report, and resolve customer issues. 
  • Collaborate with Product, Engineering and Customer Success teams to drive customer issue to resolution and to address potential product bugs
  • Collaborate with Engineering and Product resources to escalate critical issues
  • Leverage the Voice of the Customer to influence the product roadmap through the product team 
  • Participate in testing of new and updated products and provide feedback
  • Write technical documents and maintain a support knowledge base
 
Qualifications (you must have):
 
  • 3+ years Salesforce experience
  • 3+ years Zendesk Support/Guide experience
  • 3+ years Technical support required, preferably in B2B SaaS industry
  • Proven track record supporting customers with demonstrated ability to understand technical concepts, problem analysis and deliver concise resolutions for customers
  • Experience with and understanding of SaaS enterprise software and Salesforce
  • Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment, with the ability to operate independently
 
About You (we’d like you to have):
 
  • Admin level Salesforce experiencer
  • Admin level Zendesk experience
  • Familiarity with Gainsight and Jira is a plus
 
 
About LeanData:
 
LeanData is revolutionizing Revenue Operations to help businesses accelerate their sales velocity and make the most of their marketing spend. This is a great opportunity to work with a fast-growing, venture-funded company focused on making customers successful on the LeanData platform. We are experiencing a lot of growth and are looking for the right talent to bring on board!
 
We warmly welcome into the LeanData family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status