Support Engineer

You’ll lead and oversee our support team to make sure that projects are completed on time, within budget and at the level of quality that Hopper Systems is known for.


CALLING ALL SMART, SAVVY, AND PERSONABLE ENGINEERS AT THE TOP OF THEIR GAME TO HELP US DELIVER IT SOLUTIONS OF THE FUTURE.

HSi is revolutionizing enterprise technology. Our solutions are an innovative platform that empowers enterprises to transparently and securely control the allocation and and consumption of IT resources. We bring real-world reliability to workloads, giving IT the control and visibility it needs to deliver much faster. Because our products are managed services, we provide the technology as well as the services around it to ensure customer success. It’s an ambitious, exciting, and unique position that we covet. We’re proud to provide smooth deployments and successful delivery to customers that are some of the biggest, most influential companies in the world.

YOU

As a Support Engineer, you strive to know the what, how, and why of our products so you can ensure an optimal customer experience. You are passionate about proactively and professionally managing technical support questions via email, phone, or chat, and triaging issues and feature requests to guide product development. You will work directly with customers to answer questions, reproduce their issues, and help drive resolutions that improve the product. You are sharp, curious, inquisitive, and thorough. You enjoy digging into the product to understand it at a deeper level.

RESPONSIBILITIES

  • Become an expert in our technologies
  • Help design customer experience support flows and work on integrating support tooling into your workflow
  • Debug customer issues, respond to customer feedback and bug reports by email, live chat, and phone
  • Maintain ownership of cases until resolution, drive other teams as needed and set customer expectations
  • File enhancement requests and work with product management to translate customer issues to product requirements
  • Help build a world-class support team and training material for onboarding new support team members
 

A single partner for your IT needs