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Tier 1 Customer Support Specialist

Austin, TX
  • Expired: over a month ago. Applications are no longer accepted.
Job Description
Voted Best Places to Work in Austin, Best Paying Companies,
and Top Startup Companies by Forbes

SparkCognition looks to bring in the best talent in the world. To accommodate the hiring of our wildly talented teams, SparkCognition sponsors visa opportunities when appropriate.Who are we and why this opportunity?
Drive change and create a footprint. SparkCognition invests in our employees and fosters collaboration throughout the organization. Our employees have the ability to work
globally with award-winning artificial intelligence (AI) technology within multiple industries. What are the benefits and perks at SparkCognition?
You and your loved ones will be supported with a competitive and comprehensive benefits package.

Below are some highlights - we'd love to connect and share more!

  • Fast-paced evolving culture with the opportunity to drive new ideas and technology.
  • Hybrid Work Environment - 4 days per week in office
  • Stock Option Grants
  • Generous Time Off Programs
  • Medical Coverage, and Parental Leave Plans
  • 401k with Employer Match
  • Monthly Technology Allowance
  • Large 2022 renovated office space centrally located near the Arboretum in Austin, TX- including fully stocked beverage and snack areas!

Join us and:

  • Respond to customer requests and escalations via Salesforce while continuing to educate our clients on the use of our solutions
  • Manage a diverse and complex scope of support issues directly related to the use, support, and implementation of SparkCognition products and solutions
  • Investigate customer escalations, lead technical calls with clients when needed, and handle high priority issues related to SparkCognition solutions
  • Develop relationships with our customers, working hand-in-hand to understand their distinct environment
  • Build out documentation and knowledge base articles for a variety of technologies and solutions
  • Maintain and expand working knowledge of SparkCognition products as well as their integration and methods of support delivery
  • Partner and effectively communicate with Engineering and Product teams to identify solutions to complex problems and target areas of improvement to better serve our customers

You will:

  • Experienced in the world of technical SaaS support
  • Self-motivated, detail-attentive, and have a desire for continuous learning
  • A critical thinker who defaults to a client-centric approach
  • Experienced as a customer-facing Support or Solutions Engineer, and comfortable working on difficult customer issues
  • Able to reproduce issues, replicating customer environments as needed and document issues in order to contribute to our internal team documentation
  • Experienced in both cloud-based and on-premise service and technology environments
  • Familiar with AWS / Azure / GCP consoles and UI
  • Familiar with troubleshooting common client/server applications.
  • Familiar with SSL communication and other encryption technologies.
  • Able to debug problems and deliver solutions with a high level of customer satisfaction

Your background:

  • CS/IT degree or 2+ years of relevant experience
  • Some programming experience and advanced knowledge of macOS, Windows, and Linux systems
  • Experience using Salesforce, Jira, Confluence, or similar software
  • Software and hardware firewall implementation and management
  • Security network, and systems related professional certifications or comparable experience is a plus

Explore SparkCognition:

BuiltIn Austin

SparkCognition is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. SparkCognition prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.



Austin, TX



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