Technical Support Engineer
Raleigh
Customer Success Group – Support /
Full-time /
Hybrid
WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape. By leveraging WalkMe's features—guidance, engagement, insights, and automation—employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation.
Together, SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAP's robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMe's intuitive digital adoption platform.
As a Technical Support Engineer, you will report to the Technical Support Manager. You will be the trusted point of contact for WalkMe's portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals. As a Technical Support Engineer, you will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience.
What You'll Own
- You will communicate with customers primarily by email, live chat and outbound phone calls/screen shares (some inbound calls will be necessary)
- You will be a trusted contact for WalkMe's portfolio of customers to help promote product knowledge and self-sufficiency during "in-the-moment" support interactions
- You will gain an in-depth knowledge of the WalkMe product and its available features
- You will engage customers to understand what they are trying to achieve so we can ensure they have the right "how" to achieve it
- You will learn and retain product knowledge to understand and apply WalkMe's best practices for usage of the product
- Always think of creative ways that WalkMe can achieve a better overall experience, and share those with our management team
What You Need to Succeed
- 1+ year experience in software support or customer service
- Beginner to intermediate knowledge of HTML, jQuery, CSS
- Problem-solving mentality with a customer-first mindset
- Experience communicating in variety of formats (written, live chat, conference calls, in-person)
- Comfortable using application logs, browser dev tools, and other tools to investigate issues
- An ability to quickly understand and articulate new technologies.
- Ability to work independently, with little direct supervision and as part of a team
- Excellent analytical and organizational abilities
- Ability to remain calm, composed and articulate when dealing with tough customer situations
- Must be able to work weekend, evening hours, and holiday shifts as required
What Sets Us Apart
- At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
- Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.
- Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
- Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
- Stay healthy and happy with Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long.
- WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce.
- WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.
- WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance.
- Robust Retirement Contributions: Ask HR about the specific offerings for your region!
- SAP's acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace.
Our job titles may span more than one career level. The base pay range for this role is between $60,000 and $75,000. The actual base pay is dependent upon many factors, such as: location, training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus and benefits as part of our competitive total rewards package.
At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.
TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.
