Technical Support Engineer

Posted Sep 4

About Buoy Software

Our mission is to deliver the best experience possible to as many donors of blood products (such as plasma) as possible, in as many communities as possible. We use our understanding of blood product donation and the industry’s regulations and pair them with our extensive consumer product experience to enrich the lives of our members and improve health outcomes for patients everywhere.

In an industry that hasn’t seen innovation in more than two decades, Buoy’s software streamlines the donation process allowing our business to promote loyalty while improving efficiency in a donation center.

In turn, the increase in blood product donations improves a supply level that is at an all time low, and allows for blood-product derived biotherapies to continue to evolve, improve, and save lives for those who face life-threatening conditions (i.e. immune deficiencies and blood disorders). Without an increase in blood product donations, we are facing a worldwide health crisis that ultimately results in rationing of care without the proper resources. Buoy Software is excited to be playing more of a role in improving the state of blood products and blood product donations.

We’re working alongside Join Parachute (www.joinparachute.com/) in the opening of small market donation centers across the country that will create local donation center careers, opportunities to donate blood products, and provide financial compensation for those donations that will have a positive economic impact in those communities.

The need for blood products is growing rapidly. We want to close the gap in blood product supply and demand by empowering organizations with the right tools. Buoy is the intuitive, data-driven mobile application for donors.

About The Role

We're looking for a Technical Support Engineer to join our team. You should be someone who is highly motivated to deliver a high quality support experience to our customers and donors/potential donors. You should be proud of your customer service skills and strive to provide the best experience to resolve issues within a timely manner. You should enjoy identifying simple solutions to complex problems, and working quickly in an agile environment. You are passionate about working collaboratively with team members across various departments and are excited to continue to help us scale the support experience provided to those using our products.

You will:

  • Provide Tier 2 & 3 level hardware and software support for our Software as a Service system to our customers via email, calls, and our ticketing system.
  • Identify and advocate for improvements to our products quality, security, and performance based on customer interactions and ticket data.
  • Utilize resources such as our internal knowledge base and external sources to provide accurate and timely resolutions.
  • Document processes and procedures in our internal knowledge base Notion, as well as Asana, or other tools as needed.
  • Embody Buoy's principles and values in every aspect of your work; representing Buoy and its values in communication around broader initiatives, specific projects, and community contributions.
  • Participate in the Technical Support on-call rotation.
  • Prioritize customer experience and work to resolve or address issues on all Support tickets - striving for a balance of speed and quality.
  • Identify and propose solutions for ways to improve team efficiency.
  • Ensure proper documentation of steps taken to resolve issues in support tickets.
  • Meet established SLAs for various issues based on urgency of the ticket.
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software engineers).

Who you are:

  • You are a highly empathetic person — you care about your teammates and our users. You can put yourself in their shoes and understand their concerns, with the ability to assure the user that you are the right person to help.
  • You have 3-6+ years of proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
  • You have experience collaborating with engineering, product design, and product management teams.
  • You are good understanding of computer systems, mobile devices and other tech products.
  • You are able to diagnose and troubleshoot technical issues at a high level.
  • You have excellent problem-solving and communication skills.
  • You are able to provide complete and easy to understand step-by-step technical help, both written and verbal.
  • You have excellent communication skills, both verbal and written.
  • You have strong time management skills.
  • You are driven to identify improvement areas, and a strong desire to make things better for your teammates and our customers.
  • You have a proven track record of working autonomously, and are also comfortable collaborating and pairing with other engineers and teammates.
  • You are willing and interested in working on a fully distributed team.
  • You are familiar with or have an understanding of Ruby on Rails, Python, or other Object Oriented Programming Languages. This not a requirement, but candidates with this experience are preferred.

In the first 30 days, you will:

  • Learn how current support operations as well as engineering operate at Buoy Software - we’ll help you get accustomed to Buoy’s process and terminology. You’ll shadow team members in meetings and while learning how to troubleshoot various issues.
  • Be introduced to the team - we’ll help you start to get to know your colleagues, point of contacts for various scenarios, understanding dynamics within your pod and the broader support operations and engineering org.
  • Go through product demos to start to understand Buoy Software, specifically learning more about how it works for both the experience of the donor as well as the plasma collection process.
  • Begin meeting with and getting to know your direct manager and customers.

In the first 60 days, you will:

  • Become more familiar with how we work together and as a broader engineering organization.
  • Become more familiar with workflows and processes, and how Buoy Software does agile.
  • Understand goals for the product over the next 6 - 12 months.
  • Become more and more autonomous as you work within your role and expectations to deliver successful resolutions to tickets.
  • Begin to suggest changes and improvements to the product and/or internal processes.

In the first 90 days, you will:

  • Meet with stakeholders across the broader Buoy Software organization.
  • Become more familiar with the other departments across Buoy Software (including leadership, customer success, marketing, and people ops).
  • Continue to complete multiple successful tickets.

Where you'll be

We are fully remote. We deeply believe in distributed teams at Buoy. We build projects around motivated individuals. We give our team the environment, support and trust they need to get the job done.

This position will be a fully remote position. We are currently open to considering remote candidates based in the United States - preferably located in the ET or PT timezones.