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Technical Support Specialist

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Description

Aryeo is building the next-gen platform to manage the real estate industry's content and data. Our mission is to streamline real estate content throughout the industry - for those who generate it (photographers) and those who consume it (agents, brokers, etc). We already process over 1% of all US real estate transactions and are looking for customer focused individuals to join our rapidly growing team.

Aryeo is backed by the VCs who invested in companies like DoorDash and Robinhood, and built companies like Shutterstock from the ground up. It’s led by an experienced technical founding team with deep knowledge of the business of real estate and customer success expertise. We’re excited to grow our team and learn from people that want to make a difference. If you love what you do and you’re interested in being part of our journey, we want to hear from you!


About the Role:

The Technical Support Specialist is a primarily customer facing position, and will assist new and existing customers with a deeper implementation of our product. They will be the primary contact for the rest of the support team in determining the root cause of issues, and helping document technical bugs. This role is to help bridge the gap between standard support and engineering, and be a liaison for improvements and issues in the system.


What You’ll Do:

  • Research, respond to, and resolve customer requests and issues via email, chat, phone, and video.
  • Work cross functionality across engineering, product, and customer success to build processes and manage issues
  • Solve the most complex customer tickets
  • Perform advanced troubleshooting of products and partner integrations
  • Reproduce customer issues, perform initial codebase triage, and file software defects with engineering
  • Become an expert in our product. Identify and implement areas of improvement for our support ecosystem (internal knowledge libraries and user-facing content such as support documentation, guides, and videos).
  • Act as dedicated point of contact and liaison between engineering and support
  • Perform troubleshooting of products and embedded partner applications with both technical and soft skills.
  • Reproduce customer issues, draft tickets in Jira with supporting documentation and submit to engineering for further review.
  • Work cross functionally across customer success and product to build processes, manage issues, and ensure the voice of the customer is captured in the roadmap planning process.


What We’re Looking For:

The ideal candidate has some level of technical background (either as a former or aspiring engineer) and is looking to work hands on with customers. You thrive in the fast-paced, dynamic start-up environment and can easily adapt to change. You’re a proactive thinker that does not shy away from tackling new challenges and your commitment to excellence speaks for itself. You’re a critical problem solver, and hungry to create a world-class content management platform and a second to none customer experience.

This is a high-impact position with substantial growth and career development opportunities given the early stage and rapid growth trajectory of the company. To be successful, you’ll need to practice empathy, quick thinking, and an understanding of SaaS applications. Most importantly, you’ll be a partner to our clients as they grow their business.

Requirements

  • Basic knowledge of web applications and software development process
  • Experience in client support, client services, account management, or customer success at a SaaS company preferred.
  • Experience and comfort in working with SQL and databases
  • Strong communication skills and highly organized
  • You are motivated by delighting our customers and helping them achieve their desired objectives
  • Comfortable working in a fast-paced, quick-changing environment

Benefits

Aryeo is remote friendly. We offer competitive health benefits, remote office-perks, and a flexible work schedule.