Technical Support Engineer

Administrate

We work a 4 day week (32hrs). Some teams work Mon to Thu and other teams work Tues to Fri

Only considering candidates who are eligible to work in Remote, USA ⚠️

About Administrate

Administrate is a training management platform used by hundreds of companies around the world to plan, design, deliver, and measure learning and development for their employees and customers. Our mission is to provide an industry-leading platform that enables enterprises to run their training function more efficiently and effectively so that they can focus more on connecting with people than administering programs.

Our platform has evolved a lot in recent years, taking us up market, squarely into the enterprise tech space. We’re delighted with the success we’ve experienced so far, and we enjoy working together. Our headquarters are in Edinburgh, Scotland's capital city. We also have bases in the USA and Ireland as well as other team members working remotely around the world.

It's our dream at Administrate to be the Ultimate Human Organization. We might build software, but that's not the only area where we add value to our customers; our people are what make us and our customers successful. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because we believe it makes our company stronger. If you share our values we'd love to hear from you.

About You

You love a challenge and want to be the best. You take pride and ownership in everything you do, and you love helping people achieve their goals.

You’re a great communicator and don't mind jumping on the phone to follow up on that well crafted email you previously sent. You have a great technical mind and love digging into the details of something, discovering the reasons behind why something isn't working, fixing it, and communicating that well to others, especially customers. People want to work with you. At work you adhere to high standards, take input, provide input, and wrestle with problems until they're solved cleanly. You enjoy working on a very creative team in a collaborative fashion, and you're not afraid to suggest improvements on how the team could do a better job.

You love to work with smart, creative people and hate mediocrity. Small teams, dynamic organizations, and flexible working environments are what you thrive in. Bureaucracy is for someone else who likes wasting time and effort.

Your work day goes by quickly and you leave at the end of the day with a smile on your face.

You hate bad customer service. You love going the extra mile and experiencing outstanding support, and it bugs you that these interactions are more rare than they should be. You know deep down you could do better and you're not afraid to speak up if you think something isn't working and badly impacting customer experience.

What You'll Do

You’ll love our customers and help them be successful. Specifically, you will work as one of the core members of our help desk as the front line of technical support for the company. You’ll work closely with our pro service, customer success and engineering teams to make sure our customers get what they need, when they need it. You will be a major part of the brand our customers experience, and you'll help provide feedback to our product, account management, sales, and marketing teams.

You’ll have an open mind and are willing to learn our systems quickly. You will take advantage of our career development track and own your career progression within Administrate. Opportunities abound.

What You’ll Need

*Please note this is not an IT or SysAdmin position

  • Excellent written and verbal communication skills.
  • A passion for transformative, meaningful, simply outstanding customer support.
  • Great problem solving skills, in particular technical problem solving.
  • Experience in troubleshooting web-based software, with a working knowledge of web protocols, HTML, CSS, and JavaScript
  • An understanding of structured data (XML, JSON, relational databases) and ability to run SQL queries is highly desired.
  • Experience with APIs (REST and GraphQL) is highly desired.
  • Knowledge of the software development lifecycle is highly desired.
  • A desire to quickly and efficiently work through problems but also be able to identify patterns that may emerge, take ownership and ensure issues are resolved for the long term benefit of our customers.
  • A desire to learn quickly and deeply about a wide range of issues, and a drive to continually improve.
  • A very strong work ethic, with a track record for getting things done in a high pressure, time sensitive environment.
  • Experience of working in a similar customer focused remote support role is desired but not essential.

What You'll Get

  • Enjoy working as part of a talented team where everyone’s input is valued
  • An unrivaled work/life balance – you work a 4-day, 32-hour, week but get paid for 5 days!
  • Work remotely from anywhere in the US (the timezone we base the Support team's working hours on is Mountain Time)
  • 22 days vacation per year (based on a 4 day week) plus 6 Company holidays
  • Great tools – MacBook, 27” monitor, mechanical keyboard etc
  • Flexible working schedule
  • 401K with matched contributions
  • Excellent health cover
  • Vision and dental
  • Accidental death and dismemberment insurance
  • Entirely private and confidential access to our resident therapist
Administrategetadministrate.com

The Platform to Manage Your Entire Training Operation. Achieve and Demonstrate Positive Training ROI.

Working Week

We work a 4 day week (32hrs). Some teams work Mon to Thu and other teams work Tues to Fri

  • Mon
  • Tue
  • Wed
  • Thu
  • 🏖️
    Fri

Our Vacation Policy

We have 28 days PTO

  • 28 days
  • 52 Fridays
  • 80 days off per year

Remote Working Policy

We work fully remotely and are a team of 124 and mostly based in UK. Our team works from:

  • Scotland
    43
  • USA
    30
  • Lebanon
    7
  • England
    5
  • Ireland
    2
  • Portugal
    1
  • Poland
    1
  • Nigeria
    1
  • Turkey
    1
  • Algeria
    1

Company Benefits

  • Health insurance
  • 401(k) company contribution
  • Flexible working hours
  • Generous parental leave
  • Dentalcare

Our Team

We're a team of 180 across 12 departments:

  • engineering
    19
  • administrative
    9
  • support
    7
  • sales
    6
  • finance
    5
  • operations
    4
  • marketing
    3
  • information technology
    3
  • +4 more teams

Desirable Skills and Experience

  • HTML
  • CSS
  • JavaScript
  • Communication
  • Problem solving
  • REST APIs
  • GraphQL APIs
  • SQL
  • XML
  • JSON
  • Software development lifecycle

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