Customer Support Engineer, Tier 1

Lithium delivers awesome digital customer experiences at scale for the world’s biggest brands including Airbnb, AT&T, Sephora and Spotify. Comprising Social Media Management and Communities, the Lithium engagement platform enables brands to manage multiple digital touchpoints, facilitate millions of conversations, and drive smarter decisions through data – connecting customers, content and conversations at the right digital moment.

A Level 1 Customer Support Engineer (CSE) is tasked with providing front-line support and solutions to issues reported by customers for Lithium products. Our ideal candidate possesses a strong technical background, is a detailed documenter and a masterful troubleshooter. In today’s ever-changing social landscape, we need someone who’s up-to-date on the latest and greatest web tools and platforms, able to troubleshoot basic software applications, and is an excellent communicator via email or over the phone. We are open to having this position reside in San Francisco, California or Austin, Texas.

As a Level 1 CSE, you will be primarily responsible for front-line customer support on Lithium products. You will work close with customers to resolve their issues and answer their questions, or escalate to Level 2 support by providing them with all the relevant information to easily understand the issue. You will perform troubleshooting, log analysis, and interact with customers to get them a satisfactory solution. In this full-time role, you will manage a personal issue queue on a daily basis, which is part of a larger global queue. Daily responsibilities will consist of managing this queue by and prioritizing new issues as they are reported by customers, as well as staying on top of preexisting issues by ensuring they keep moving, get the proper attention ,and never slip through the cracks. Your arsenal will include using industry standard tools and applications, internal and external web outlets, and your own troubleshooting background. You will work closely with other teams at Lithium such as Level 2 Support, Custom Operations (Level 3 Support), Engineering, Professional Services, Sales, and any other teams necessary to ensure customer satisfaction and move issues along towards a swift resolution.

* 1-2 years of experience in customer and/or technical support roles * Bachelor’s degree or other relevant education and training from an accredited college or university * Demonstrated excellent troubleshooting and problem solving skills * Familiar with the latest and greatest social channels (forums, Facebook, Twitter, etc.) * Previous demonstrated experience in one or more of the following technical domains * Web 2.0 architecture and solutions * HTML, CSS, DHTML, JavaScript * Relational databases (Oracle, MySQL) * Networking (TCP/IP, SSL, HTTP, etc.) * Must be very well organized and able to work effectively in a nimble and fast-paced environment * Ability to manage several issues simultaneously * Ability to communicate technical concepts clearly and effectively * Experience with Lithium applications is a major plus * Experience with moderation and/or management of online communities is a plus * Multilingual capability is a plus