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AI Summary
Who We Are
Simpplr is the AI-powered intranet for unifying the digital workplace. It brings people, trusted knowledge, apps, and agents into a coherent digital experience. Powered by a proprietary EX Knowledge Graph, Simpplr synthesizes signals and context across connected systems to deliver personalized information and actions. The platform serves as a digital hub supporting communications, engagement, employee services, and work. With low-code extensibility and enterprise-grade security and governance, Simpplr enables confident operation at scale. More than 1,000 organizations — including AAA, the NHS, Penske, and Moderna — trust Simpplr to keep their workforce informed, aligned, and productive. Learn more at simpplr.com.
Job Overview:
As a company that is undergoing significant growth, Simpplr is seeking to hire an experienced Sr. Technical Support Engineer as a part of its Technical Support Team. In this role, you will work with customers on the identification and resolution of technical issues from day 1 of them using Simpplr.
This role will appeal to individuals who are interested in a fast-paced, high-growth SaaS company where decisions must be made quickly. Written communication skills and the ability to empathize with customers are extremely important. You will be a member of a team but you should be a self-starter who assumes responsibility and accountability to provide world-class service to Simpplr customers. You will provide first-line support for the Simpplr application for our Enterprise customers and second-line support for our Digital and Commercial customers via Zendesk and phone calls.
Your Job Responsibilities:
- Troubleshoot and diagnose technical issues experienced by Simpplr customers post-implementation
- Review, triage, troubleshoot, and escalate customer-reported issues, functional questions, admin requests and feature requests
- Collaborate with Product, Engineering, and Customer Success on outstanding tickets to ensure quick resolution
- Run incident management processes for customer impacting outages
- Conduct research on complex cases and contribute to the Knowledgebase and Community
- Investigate/explore/debug the code and provide insight into technical issues
What makes you a great fit for the team:
- Technical
- 4–6 years of experience in a direct customer-facing technical support or engineering role
- Strong experience troubleshooting modern web applications across front-end and back-end layers
- Solid understanding of database technologies (SQL, MongoDB, Postgres)
- Experience analyzing application logs and metrics (Coralogix, CloudWatch, Kibana, Splunk, Observe, Loggly)
- Hands-on experience with scripting and programming languages (JavaScript/Node.js, Python, HTML, CSS)
- Familiarity with distributed systems and related technologies such as Redis and Kafka
- Experience with cloud environments (AWS, Azure, or GCP). Able to navigate services, review configurations, and analyze deployment behavior
- Capable of setting up and running code locally to reproduce, debug, or validate issues when needed
- Comfortable using Support and Engineering collaboration tools (Zendesk, JIRA, Salesforce Service Cloud)
- Strong understanding of APIs and integration workflows
- Experience supporting SSO, SAML, SCIM, HRIS, and other provisioning or user sync integrations
- Prior experience working with enterprise clients and escalations (assigned accounts, a plus)
- Communication
- You have excellent written and verbal communication skills
- You have experience supporting and communicating with US-based customers
- You are comfortable getting on client phone/video calls to troubleshoot live issues, collect evidence, and set expectations
- You are able to know your audience and communicate properly based on the customer’s profile (technical vs. non-technical)
- Cultural
- You are passionate about the customer experience and have deep customer empathy
- You proactively implement/execute new ideas when you see something can be improved or created
- You enjoy working with different functions both internally and externally as you can appreciate each role and bring different perspectives into your discussions
- You are passionate about technology and want to keep advancing your career in a technical role
- You have a good energy that contributes to a positive work environment and a great customer experience
- You are willing to work flexible working hours in order to support our US customer base
Preferred but not required:
- Graduated from coding boot camp or degree in Computer Science / Computer Engineering
- Supporting Intranet Software - Jive, Unily, Lumaps, Sharepoint, Confluence
Your Voice, Unfiltered:
We value the real you. To ensure a fair and authentic experience for everyone, we ask that you do not use AI tools (such as real-time answer generators, transcription apps, or note-taking bots) during your interview
Our process is designed to hear your unique story, thought process, and lived experience in real-time. Use of unauthorized AI tools may result in disqualification, as we want to ensure every candidate is evaluated on their own individual merits. We’re excited to meet the person behind the resume!
If you need assistive technology or AI tools for accessibility (e.g., live captioning), please notify your recruiter in advance. We are committed to providing an inclusive interview experience.
Simpplr’s Hub-Hybrid-Remote Model:
At Simpplr we believe that when work is good, life is better and that belief guides all we do. Including how we approach our flexible work model. Simpplr operates with a Hub-Hybrid-Remote model. This model is role-based with exceptions and provides employees with the flexibility that many have told us they want.
- Hub - 100% work from Simpplr office. Role requires Simpplifier to be in the office full-time.
- Hybrid - Hybrid work from home and office. Role dictates the ability to work from home, plus benefit from in-person collaboration on a regular basis.
- Remote - 100% remote. Role can be done anywhere within your country of hire, as long as the requirements of the role are met.
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