$80K — $100K *
WHAT YOU'LL DO
In this role, you will become an expert on an area of the Box product suite and grow knowledge overtime, especially our Platform/API. You will work on customer-facing activities like troubleshooting and supporting them to optimize their use of Box and developing on the Box Platform. You will act as an escalation point for critical technical issues, mostly focused on first-party partner integrations and the Box API's. You will learn how our largest customers use Box on a day-to-day basis and you will become the voice of the customer to our Product Teams. You will collaborate directly with not only our users but also with other internal teams such as Customer Success Managers, Engineers, Implementation Consultants, and Product Managers to optimize our service. You will develop technically and professionally with these internal connections and benefit from supplemental training on topics and opportunities such as tooling, web development, project management, and personal development. You will focus on improving our Support processes, measurements, and beta new approaches/technologies. Additionally, you will act as a Senior member of our Support team and help onboard and grow all of our agents.
In short, in this role you document, teach, and be a point of escalation - working alongside many different team members to ensure a customer's/developer’s support experience with Box is world-class.
WHO YOU ARE
You are the person always left looking for a solution when others have given up. You live for thinking through issues, finding novel solutions to tough problems, and improving process. ou are the type of person that likes to take things apart and rebuild them to see how they work. You can turn a frustrated customer into a Box advocate. You are smart, resourceful and charismatic. You communicate issues to engineers on a technical level yet speak clearly to customers. You are a self starter and can easily motivate yourself when given a project or a task. While you may never have considered a role in technical support, you are excited by the idea of revolutionizing how a company resolves its customers' technical needs.
You also have general knowledge of working with API's, SDK's (any language!), and HTTP Response Codes. While you may not have a technical background, you feel comfortable working to support users that are more technical and identifying the right resources to assist them and enhance your own knowledge and skills
Valid through: 4/28/2021