Technical Customer Support Engineer

Parade is the leader in providing capacity management tools to freight brokers and 3PLs. Our technology platform revolutionizes the digital landscape for our customers with the vision of becoming the Bloomberg Terminal for Trucking, an $800B industry. Our platform has already been recognized by Inc. Magazine, Business Insider, and FreightTech 100... and we're just getting started!

Technical Customer Support Engineer

Parade is revolutionizing the logistics space by tackling its most pressing problems. We use advanced automation, AI, and machine learning to make freight more efficient and transparent. With a steady stream of new products, we're always at the cutting edge, addressing the future needs of freight. Since our breakthrough Series A funding in early 2022, we have rapidly scaled and recently secured an additional $17M in venture funding, fueling our growth and our commitment to driving the future of logistics. Join us in crafting groundbreaking solutions and influencing the future of logistics!

Responsibilities

1. Own resolution of tier 2 support conversations from investigation, root cause analysis, escalation to Engineering and Product teams, and providing recommendations and fixes back to the customer.
2. Act as the primary escalation point for Customer Support Representatives, handling more complex customer issues and inquiries.
3. Develop and refine advanced troubleshooting techniques and methodologies, creating scale and repeatable processes for solving common customer issues.
4. Mentor and provide guidance to Customer Support Representatives, aiding in their professional development and knowledge enhancement.
5. Lead the creation and maintenance of detailed help documentation.
6. Provide guidance and subject matter expertise to Product teams on customer feedback, sentiment, and needs.
7. Support new product rollouts by creating documentation, workflows, and other assets to help customers understand and adopt new features.

What Success Would Look Like in Your First Few Months

1. In 2 weeks, hop into the queue as a frontline representative and triage tickets for escalation.
2. Become a product expert on Parade.
3. Document knowledge gaps and make recommendations for resources to help customers self-serve on key needs.
4. Own your individual performance for resolution CSAT and resolution time.
5. Develop a point of view on top priority customer issues to provide to management.
6. Establish yourself as a reliable point of contact for Customer Support Representatives, offering expert advice and timely escalation when necessary.

Basic Qualifications

1. Minimum of 3 years of experience in a customer support role or equivalent, preferably in a SaaS or logistics-related company.
2. Proven track record of handling complex customer support issues in a tech-driven environment.
3. Strong analytical skills coupled with excellent problem-solving, investigation, and troubleshooting capabilities.
4. Demonstrated ability to prioritize and balance customer and team needs, making data-driven decisions for tooling and process enhancements.

Preferred Qualifications

1. Exceptional attention to detail and a deep understanding of customer needs and expectations.
2. Proficiency in advanced support tools (e.g., JIRA) and data analysis tools (e.g., SQL, Excel, Tableau).
3. Specific expertise in TMS and logistics SaaS products, with a broad understanding of industry challenges and solutions.

Perks

1. Competitive salary and compensation package with full Medical, Dental, and Vision benefits.
2. 401k plan to help you save for the future.
3. UNLIMITED Paid Time Off - and we want you to use it!
4. 100% Remote.
5. Company Offsites to get to know your teammates.

Compensation

The expected on-target compensation for this role is between $50,000-$60,000 for work performed in the United States. Starting pay for the successful applicant will depend on a variety of job-related factors, which may include experience level, transferable skills, education, location, business needs, training, and market demands. This range may be modified in the future.

Parade is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive, positive, professional, and respectful environment for all our employees.