Support Engineer I

Company Overview
PoliteMail Software was launched in 2006 to measure Microsoft Outlook & Exchange mail messages.  Focusing in on enterprise employee communications in 2012, the company has seen rapid growth, making the Inc.5000 list in 2018 and 2019, having 27% of the largest US employers as customers. PoliteMail made the Deloitte Fast 500 list in 2019 and is Great Place to Work-Certified.
The company has an aggressive road map of new features, customer requests and new product.

Location: New Hampshire, Maine and Massachusetts  
Schedule: Monday - Friday 9:00AM - 6:00PM EST 
Salary Range: $50,000.00 - $75,000.00 per year, depending on experience.

Job Summary
The Support Engineer I is responsible for assisting clients with troubleshooting and diagnosis of all PoliteMail products. Working with clients via email, phone calls and screen share sessions.
We are looking for an entry-level candidate who is flexible, willing to learn, and can ask the right questions. 

Responsibilities and Duties

• Provide Technical Support and act as the first point of contact for customers seeking technical assistance, addressing inquiries related to software, hardware, and cloud infrastructure.
• Diagnose, troubleshoot, and resolve product issues reported by customers in a timely and efficient manner via phone, email or screenshares. Work closely with other teams and level II and III engineers to resolve more complex issues.
• Communicate effectively with customers to understand their technical challenges, ensure their concerns are addressed, and provide clear, actionable solutions.
  Work closely with product and development teams to escalate, track, and resolve complex technical issues.
• Assist in creating and updating technical documentation and knowledge base articles to help customers resolve common issues independently.
• Leverage your experience with Microsoft products (such as Microsoft Azure, Office 365, and SQL Server) to resolve issues related to integration, performance, and functionality in the PoliteMail environment.
• Log and track support tickets using internal systems (CRM Dynamics and Odin), ensuring that all incidents are documented, escalated, and resolved according to SLAs (Service Level Agreements).
• Perform root cause analysis of recurring issues, working to prevent future problems through proactive improvements and communication.
• Ensure customer satisfaction by providing timely, clear, and empathetic communication during every step of the support process.
• Work towards becoming a subject matter expert on PoliteMail products.
• Other duties as assigned

• Multi-tasker
• Detail oriented
• Looking for an opportunity to grow
• Troubleshooting
• Perform Validation Testing
• SQL experience
• Familiar with Microsoft platform technologies including:
  • Windows IIS Server
  • SQL Server
  • Microsoft Office
  • Exchange
  • Azure AD

• Health, Dental and Vision Insurance 
• Supplemental Short Term Disability Insurance 
• 401k & Company Match 
• Generous PTO & Company Holidays 
• Quarterly Company Events 

Why Join Us? 
Work Hard, Play Hard: Work with a tight-knit, energetic team where your ideas matter. 
Grow Together: As we grow, so will your career. We’re committed to developing our team members and promoting them from within. 
Competitive Perks: In addition to salary, we offer a variety of benefits and perks to ensure you’re well taken care of. 
Make an Impact: As part of a small but mighty team, you’ll have the chance to make a real difference and see the impact of your work firsthand. 

Salary : $50,000 - $75,000