Technical Support Engineer
United States
Engineering /
Full Time /
Remote
The world’s largest organizations rely on Evident to help them protect their business and brand from third-party risk. Our game-changing technology - which enables the secure exchange of risk data like proof of insurance, identity, business registration, and other information - helps our customers verify that their partners have all of the required credentials to do business.
In today’s new remote-first, ever-changing regulatory environment, our secure, privacy-first enterprise platform, accessible via web portal or API, provides a highly scalable and configurable solution to manage communications, storage, decisioning, and ongoing monitoring of credentials.
Evident is a VC-backed technology startup, headquartered in Atlanta, GA. Learn more at evidentid.com.
We are looking for a candidate to join our team as a Technical Customer Support Engineer. As a customer centric organization our goal is to deliver a world-class customer experience at each stage of the customer journey to increase customer satisfaction, loyalty and retention. Evident’s Technical Support Engineers are responsible for supporting our rapidly growing customer base by helping resolve technical product issues. Accountability in this role is focused on the successful resolutions with our customers. This position serves as the customers’ technical point of contact for Evident’s platform and works to address multiple issues simultaneously.
All candidates must be based in the US with strong preference for East Coast or Central time zones. For those candidates local to Atlanta, we have an office located in Buckhead for those who prefer to work onsite.
Responsibilities
- Act as the initial point of contact for all platform related concerns from clients, handling customer technical support cases through phone and email submission
- Lead day to day of technical support team including implementing processes and increasing efficiency
- Updating the company knowledge base with tech tips and brief documents
- Work with Product and Engineering teams to ensure there is appropriate urgency on the customer reported issues
- Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations
- Achieving platform objectives through collecting relevant data, identifying and evaluating options and suggesting a course of action
- Maintain client confidence by keeping their information confidential
- Preparing reference material for users by drafting operation instructions
Requirements
- Bachelor’s Degree in Computer Science or IT related field
- 3+ years of experience working in a customer-facing Technical Support, Customer Success Engineer, Deployment Engineer or Implementation Engineer role for a technology company
- Experience working with Restful API is highly desired
- Experience with bash and/or shell scripting and SQL
- SaaS implementation and integration experience
- Strong desire to be in a Customer-facing role with professional phone skills, a proactive mindset and ability to articulate technical problems effectively
- Ability to manage a high volume of clients at any given time
- Knowledge of SDK, RESTful APIs, and web service integrations
- Strong analytical and problem-solving skills
- Highly motivated, independent worker with an entrepreneurial spirit and a strong comfort level in embarking on unfamiliar tasks; must be a quick learner
Why Evident?
• Our team solves a crucial problem with huge business potential together, and we are able to see exactly how our contribution affects customers!
• Competitive pay package, including base pay and stock options
• Full medical, dental, vision benefits and 401K
• Unlimited PTO
• Paid parental leave to support you and your family
• Home internet stipend, virtual events, & more!
• Recently named one of Atlanta's Coolest Companies & 50 on Fire by Atlanta Inno
• Recently named one of the Top 10 Fastest Growing Companies in Atlanta & one of the Best Places to Work in Atlanta by Atlanta Business Chronicle
