Customer Support Engineer

Webinars / Remote /
GTM /
Full Time
At Merit, we believe the world would get bigger if you didn’t always have to prove the trusted credentials you’ve earned. Merit has built the interoperable digital credentials ecosystem that bridges data and trust gaps between and among government, companies, organizations, and individuals. This uniquely helps those trusted organizations deliver on the promises they’ve made to individuals struggling to maximize the credentials they’ve earned, and helps create more opportunities for everyone.

About Merit
Merit believes that truth and trust can change the world. Our platform helps organizations create, send and verify licenses, credentials, and other people-based statements of truth, known as merits. Members, in turn, benefit by taking control of their valuable personal information while shaping their future based on the opportunities that they are uniquely qualified for.

About the Role
As a customer support engineer at Merit you will join a customer obsessed team in meeting the needs of our customer base. You will contribute to standard customer support tasks including answers and troubleshooting technical questions from users and developers. In addition you will focus on creation and maintenance of the data connections and tools required for the customer support team to address customer needs quickly and with context. You will work closely with Merit engineers to ensure that CS tools and processes adapt to product changes and continue to provide our customers with the best possible support.

The Responsibilities

    • Efficiently problem solve with customers through different communication channels such as email, text, phone, live chat, video calls, and messenger apps.
    • Contribute technical knowledge and perspective to the customer support team and drive diagnosis and trouble-shooting for technical support and user issues. 
    • Provide front-line technical support for developers and users. 
    • Create, maintain, and monitor data connections between Merit  systems. 
    • Collaborate with the Merit Engineering team to create custom administration tools based on a deep understanding of CS administrator needs. 
    • Own communication between CS and engineering teams for technical bugs, upcoming changes, and any other issues.
    • Serve as a domain expert to provide guidance on existing and potential data connections. 
    • Contribute to a customer-obsessed team and company-wide culture that empowers customers, members and partners to maximize the value they derive from Merit in a repeatable and scalable way.

Qualifications

    • Experience in a Customer, Technical, and/or Sales Support role 
    • Expertise with automation systems: Zapier,  ITTTTechnical training on integrated web applications
    • Excellent communication skills, both written and verbal.
    • Adept at communicating benefits and managing conflict where it arises. 
    • Highly motivated, values-driven Customer Success team player with high energy, and enthusiasm.
    • Demonstrated success in consistently delivering against short and long term objectives. 
    • Excellent collaboration skills and ability to communicate cross-functionally. 
    • Detail and data-oriented with proven ability to drive multiple projects forward simultaneously.
    •  Availability 9am - 6pm Eastern and/or Western (Rotating).
    • Willingness to work a modified week or rotating on-call weekends,
    • Willingness to travel to conferences as needed.
At Merit, we don’t just accept difference—we celebrate, support, and value it for the innate benefit of our employees, the competitive advantage of our products, and the strength of the communities we are a part of. Merit is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We will do our best to accommodate any disabilities or special needs you may have

At Merit, we don’t just accept difference—we celebrate, support, and value it for the innate benefit of our employees, the competitive advantage of our products, and the strength of the communities we are a part of. Merit is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We will do our best to accommodate any disabilities or special needs you may have.