T2 Support Engineer

Description

Vantaca just achieved unicorn status with a $1.25B valuation, so it's safe to say we're past the "scrappy startup phase." We're not just building a successful company – we're building the category-defining platform that will transform how an entire industry operates.

Here's the reality of our trajectory:

• Growing 100% year-over-year
• Our AI product (HOAi) went from $0 to millions in months
• Backed by Cove Hill Partners and JMI Private Equity
• 6M+ doors on our platform, displacing legacy systems

We are a winning team that believes in working together to make big ideas happen. We are a collaborative and visionary group that holds ourselves accountable for our results. Our ability to be nurturing and agile allows us to adapt to change and support each other through any challenges that come our way. We are customer‑centric, meaning that we put our customers' needs and preferences at the heart of our work.

We are authentic game changers that are building something cool and people like it here.

As a Tier 2 Support Engineer, you will be part of a rapidly growing skilled team of individuals focused on continuously learning, improving processes, and solving problems. You will troubleshoot, diagnose, and triage the issues escalated to the Tier 2 Support Team, while providing an excellent customer experience. This engineer is responsible for identifying the root cause of issues and providing a mitigating solution where appropriate, as well as, triaging and escalating issues as necessary.

• Triage issues escalated to Tier 2 Support
• Troubleshoot assigned and escalated issues
• Resolve questions
• Make code fixes to resolve issues

• 10 customer tickets solved per day
• > = 80% First and Next Reply SLA Attainment
• > = 92% CSAT

• Work within the Support to automate and simplify processes to work smarter, not harder.
• Take ownership of the issues escalated from Customer Support.
• Triage and elevate issues to the CMP engineering Team Lead as necessary.
• Collaborate with Product, Design, and Engineering Team to resolve issues escalated to CMP Engineering Support as necessary.
• Troubleshoot C# code with Visual Studio’s debugger.
• Troubleshoot stored procedures within SSMS and resolve or elevate issues as appropriate.
• Run SQL queries to provide clients with exported datasets via Excel or make necessary data adjustments to ensure the proper function of the CMP application and dependent platforms.
• Work with fellow CMP Support Engineers to diagnose and identify code bugs.
• Create, contribute to, or validate documentation on known bugs and processes to promote efficient issue resolution.

• Minimum 2 years of experiences as a Support Engineer at a SaaS company.
• Familiarity in C#, .NET, and SQL server.
• Aptitude in navigating and troubleshooting in Visual Studio.
• Strong critical thinking and troubleshooting skills.
• Excellent communication skills and the ability to convey technical topics to a non-technical audience.
• Customer support experience.

• Always Growing:Likes change and enjoys finding new ways to improve their knowledge and the product. Always ready to learn quickly, helping themselves and the team grow.
• Win as a Team:Builds trust and works together by making sure everyone communicates well. Actively involved in daily work, working closely with the team, listening to their ideas, and celebrating successes together.
• Accountability Starts with Me:Notices problems and takes personal action to solve them.
• Unwavering Commitment to Customer
  
  Experience:
  
  Regularly talks to customers, taking personal responsibility to understand what they need, address concerns, and make their experience better with improved Vantaca processes.
• Innovate Boldly:We challenge the status quo and push boundaries to create meaningful change. We act with urgency and purpose, knowing that innovation drives our success.

• Our eNPS is +68! (Google it, that is great).
• Benefits:
  Medical, Dental, and Vision kick in day one.
• Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year).
• 401K with Company Match.
• Remote Flexible - come to the…