What are the responsibilities and job description for the Technical Support Specialist position at Wagmo, Inc.?
What We Do
Wagmo is a new type of pet health company focused on empowering and inspiring responsible pet parenting through top-tier pet benefits provided by employers. From everyday care to rainy-day emergencies, we offer tech-enabled solutions that are optimized for value and flexibility so that our pet parents always feel confident that they are giving their pets the care they deserve.
What's Important To Us
We solve hard problems all day long but hang out with dogs while we do it. We value authenticity and efficiency and have no time for egos. We prioritize performance over pedigree, compensate fairly, and never take ourselves too seriously.
Our values are core to who we are and how we operate. We talk about them all the time. These are not just things posted on a wall. We will interview for them, hold each other accountable to them, and make sure we work with every single person we interact with in a way that's consistent with these values.
About The Role
We're looking for a Technical Support Engineer to join our team and bridge the gap between technical systems and outstanding customer experiences. If you're someone who thrives at the intersection of technical problem-solving and customer interaction, we want to hear from you! This position will play a critical role in our partner onboarding by ensuring they are equipped to understand and successfully operate our .csv file sharing process, as well as helping our engineering team to triage incoming support requests.
Core Responsibilities
- Partner Onboarding : Host implementation calls to train partners on file feed parameters and requirements, ensuring smooth implementation and ongoing file processing.
- File Testing & Monitoring : Test initial data files, provide actionable feedback on formatting, and monitor ongoing file processing for errors.
- Technical Triage : Manage technical requests from the support team, validating, resolving, or escalating to engineering as needed-always meeting SLAs.
- SQL Troubleshooting : Use SQL to query our database and uncover root causes of customer issues, providing timely and accurate solutions, escalating as needed, and educating our support team for future interactions.
- Customer Interaction : Occasionally jump on calls with customers to help resolve technical issues or explain technical concepts in plain language.
- Process Improvement : Develop and refine protocols, create thorough documentation, and identify opportunities to improve existing workflows.
- Product Collaboration : Contribute to product feedback analysis, share insights with the product team, and act as a trusted liaison between support and product development.
- Incident Management : Lead our incident response process during major technical disruptions, ensuring timely resolution and clear communication.
What You'll Need To Be Successful
Why Consider This Role?
Key Benefits
We here at Wagmo strive to build a workforce composed of individuals with diverse backgrounds, abilities, minds, and identities that will help us to grow, not only as a company, but also as individuals. Wagmo is an Equal Opportunity Employer.
