Technical Support Engineer

Dispatch is redefining how the world experiences home and field service. Trusted by leading brands and service providers, we power seamless, reliable service experiences through a modern platform built for scale. With deep roots in field service innovation, including the acquisition of Youreka, a leading no-code mobile automation solution on Salesforce, and the backing of Vista Equity Partners, Dispatch is positioned for rapid growth.

We’re not just another software vendor. We’re a true brand partner, combining powerful technology, exceptional people, and a partnership‑first mindset to deliver measurable value for our customers. Come join us to contribute to our future. We have built a sales‑friendly culture and we run fast. Commitment to our employees and our culture is key to a rewarding career track.

• Develop a deep understanding of the customer journey and how Dispatch solution fits into it
• Learn all of the Dispatch products functionally, and understand the architecture and technical tools needed to help analyze and triage issues as they arise
• Keep up a constant knowledge of Dispatch product modules, as well as the ongoing release, enhancement, and additions.
• Communicate with users, IT, and/or Engineering representatives at Customer Account on integration‑related topics with products (e.g., Salesforce, Quick Books Online).
• Advise both customers and internal teams (especially Customer Success) on the deployment of new Dispatch capabilities, solution roadmap for the Customer, and provide guidance throughout such deployment
• Serve as an escalation point and help Technical Support triage problems.
• Work well under pressure, helping to track issues as they are triaged and then pass through the bug life cycle process within Dispatch.
• Recommend changes to maximize the efficient and timely resolution of issues.
• Provide technical support to customers and partners, interacting with Engineering, Dev‑Operations, and cross‑functional management regularly on high‑profile technical issues.
• Establish strong working relationships both within the Customer Operations team and throughout the Product and Engineering teams and Professional Services.

• A technical solutions consultant and/or technical support guru with 2+ years of experience at a software company (preferably SaaS) supporting higher‑tier technical issues including complex escalations, integrations, and customer specific configurations
• Patient, methodical, and structured with how you tackle issues and go about problem‑solving
• Able to understand Customer's business needs/process and translate them into technical requirements/solutions, and vice versa
• Skilled at writing feature requests or bug tickets for our product and engineering teams
• Comfortable engaging with Customers, both Enterprise Accounts and their network of Solution Providers, to help further triage issues
• Proactive in your communication style, open to raising and escalating issues internally where necessary
• Strong problem solving instincts - you enjoy digging deep to understand the "why," not just applying surface‑level fixes
• Self‑driven, focused on measurable results and productivity
• Excited to thrive in a fast‑paced, results‑driven, start‑up culture that expects phenomenal things every day

• Knowledge of SQL/Relational Databases [required]
• Read and write JSON [required]. Plus an understanding of JSON and web services based API's
• Basic understanding of Networking protocols such as DNS, SSH, HTTPS, SFTP
• Experience supporting applications in the cloud
• Salesforce experience required; admin‑level experience and/or Salesforce certifications strongly preferred
• Comfort leveraging AI tools at both an operational and administrative level
• Hands‑on experience with making REST API calls and experience with Postman
• Hands‑on experience with Python [preferred]
• Hands‑on experience with log analysis tools such as Loggly and AWS Cloudwatch [preferred], or similar analysis tools
• Lead and debug application logs to determine root cause and remedy when appropriate
• Understanding of how web based programs, and mobile apps function
• Understanding of data…