Associate Client Support Engineer

| Greater NYC Area
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Do you love working in a dynamic, fast-paced environment with cutting edge technology? Are you fanatical about customers and interested in an innovative and fast-growing industry with the world’s largest brands? Ideally you love to be a part of a team, demonstrate client empathy, are analytical and looking for professional growth.

A Curalate Client Support Associate (CSA) is a critical part of the Support Engineering team, providing first class services to address a wide-range of customer requests. The CSA is not only the face of our organization, but is a subject matter expert and provides not only answers to questions, but educates users on best practices, workarounds on all Curalate functionality from simple to advanced workflows.

Our team is quick to identify trends & patterns with the overall end-user experience and provide data driven feedback to our Product Development teams and provide continuous updates to our Help Center / Knowledge Base content to streamline repeat questions.

This is a great opportunity to work hands on with clients and bridge the gap from end-user to product. The Client Support Engineer performs the following tasks:

Responsibilities:
  • Become a Curalate subject matter expert (SME)
  • Answer wide range of client support requests and best practices
  • Work closely with Support Engineers on deeper technical troubleshooting
  • Prioritize and track support requests against target SLAs
  • Maintain client facing Help Center / Knowledge Base by updating and writing new help documentation for existing and new Curalate functionality
  • Keep support tickets organized and categorized correctly to optimize data driven feedback to relevant Product teams
  • Test new features going through product release workflow
  • Collaborate with other Support Engineers including daily standups, team retrospectives, backlog analysis sessions and more
About You:
  • Minimum of 1-3 years of experience in a client-facing position
  • BS / BA Degree in a related field
  • Excellent customer service skills
  • Excellent written communication skills
  • Understands client empathy
  • Strong work ethic
  • Ability to manage competing priorities in a dynamic and fast-paced environment
  • Has the ability to provide not only resolutions, but solutions
  • You enjoy working in a very collaborative and team friendly environment

Gold Stars: Google Analytics

 
 
 
No recruiters, please.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • TypescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • CaffeFrameworks
    • SparkFrameworks
    • FinatraFrameworks
    • MySQLDatabases
    • RedisDatabases
    • ElasticSearchDatabases
    • DynamoDBDatabases
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

129 W 29th St 8th Floor, New York, NY 10001

An Insider's view of Curalate

How do you collaborate with other teams in the company?

As a Designer, I work with Sales, Customer Support, Product Management, and Engineering teams to ensure we deliver the best possible products to our clients. Whether brainstorming early design concepts or gathering feedback on an existing product, teams collaborate to provide delightful, seamless user experiences for clients.

Katie

Senior Product Designer

How has your career grown since starting at the company?

My career growth has been a journey! In the past 5+ years I've gone from an intern to a tech lead/manager. I've worked hard, learned a lot, and grown SO quickly. And along the way, I've felt supported and challenged here as I figured out my unique career path. I'm so glad Curalate took a chance on me, and let me grow into the engineer I am today!

Lizzy

Software Engineering Manager

How do you empower your team to be more creative?

They're already plenty creative! Where I can help is making sure that they're empowered to act on it. Our quarterly planning is driven by a bottom-up process where individual contributors explore, iterate, and ultimately decide what we're going to build. I also love our annual hackathons; they tap into the great product ideas in everyone's heads.

Nick

CTO & Co-Founder

How do you empower your team to be more creative?

I’m blessed to have an extremely talented and diverse group of people on my team, which makes this easy. What I try to do is keep everyone as confident as possible by reminding them about all the intricacies of the role that they’re individually GREAT at! It’s so easy to briefly forget how awesome we all are.

Ben

Associate Client Partner

What are Curalate Perks + Benefits

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