Technical Support Engineer

This is Technical Support at Lattice

The Technical Support Engineering team is Lattice’s dedicated technical product experts. We specialize in customer happiness through best-in-class support. We are highly collaborative and work closely with our engineering and product teams while balancing the needs of our customers. We strive for excellence through overall satisfaction and improving the lives of our customers by putting people first.

The Technical Support Engineer is dynamic in the Lattice product, provides technical assistance, and troubleshoots customer problems thoughtfully through curated solutions. You instill trust, dependability, and support in our customers and fellow Latticians through your product and technical knowledge. You will interface with engineering on various product issues and contribute to projects revolving around support processes and tools to create a stellar customer experience for both our teams and external clients with technical challenges. Your primary responsibilities will be the initial point of contact to help troubleshoot and resolve technical customer issues, be a part of improving our processes, and work collaboratively with our engineering and product teams.

What You Will Do

• You’ll keep in close contact with front-line feedback by helping customers troubleshoot technical support topics; including HRIS and SCIM integrations, SAML, SSO, API, and SFTP through live chat, email, or phone

• You’ll autonomously manage technical cases

• You’ll continue to improve our processes through data-driven decision-making to support the needs of our team including documentation and engineering tasks

• You’ll support the prioritization of engineering bugs and tasks and balance the needs of our customers

• You’ll oversee product feedback projects to improve operational efficiency

• You’ll be a part of our Customer Care incident response team and work with engineering on resolution communication to internal teams

• May require 5-10% travel to allow individual teams and departments potential in-person events to strategize and team building
  
  

What You Will Bring to the Table

• You have strong communication skills to translate technical information into easily understandable solutions

• You are passionate about making our customers personally and professionally successful

• You are excited to use data and anecdotal feedback from customers to enhance the quality of our interactions

• You love process improvement and always think of “What’s Next?”

• You are proactive and think of solutions to execute

• Your skills with SQL, integrations, and database administration is strong

The estimated annual cash salary for this role is $75,966 - $110,981. This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical insurance; Dental insurance; Vision insurance; Life, AD&D, and Disability Insurance; Emergency Weather Support; Wellness Apps; Paid Parental Leave, Paid Time off inclusive of holidays and sick time; Commuter & Parking Accounts; Lunches in the Office; Workplace Amenities Stipend, Internet and Phone Stipend; One time WFH Office Set-Up Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget; Sabbatical Program; and Invest in Your People Fund

*Note on Pay Transparency:

Lattice provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on (a) location, as Lattice factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and (c) individual candidate experience.

Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law.

About Lattice

Lattice is on a mission to build cultures where employees and their companies thrive 💪. In an age where employees have more choices than ever before, businesses that put employees first are winning 🏅– and Lattice is building the tools to empower those people-centric companies. Lattice is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line 📈. Since launching in 2016, we have grown to over 4,600+ customers globally, including brands like Slack, Pinterest, Reddit, and Asana. 

What else does Lattice have to offer? We’re so glad you asked! We invest in our people’s personal and professional growth because that sort of growth begets business impact and personal fulfillment 🤗. We believe in the value of continued learning investments 🤓and reimbursements. We offer a competitive salary (including equity💸) and our benefits are thoughtful. We believe that taking the time for you is important and have a flexible vacation/time-off policy to prove it. We even incorporated Lattice “Recharge Days” 🔋to ensure you’re getting a break every month. Lattice has also implemented a 💻 remote-first hybrid model (team-dependent, you work from wherever makes you most comfortable). If that gets you excited, now is the perfect time to join; so bring your appetite for ownership and creation and help Lattice continue to grow! 🎉

Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

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