Technical Support Engineer

About LineLeader 

We’re on a mission to help childcare centers thrive. Our software platform simplifies marketing, registration, payment processing, and operations for early education, childcare, and after school care programs so staff can spend time on their most important job: taking care of the children and families in their care. We’re passionate about building the team and technology that powers the childcare industry. And we’re looking for smart, creative, and entrepreneurial team members who want to be a part of something amazing and have fun along the way. Plus, we’re big on professional development and putting you on a path to success. We were recently awarded the Bronze Stevie® for Great Employers and the SaaS Awards for Best SaaS Education Product. 

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Applicants must live in the DFW, Texas metroplex.

The Role

We are seeking a highly skilled and self-motivated Technical Support Engineer to join our software company. As a Technical Support Engineer, you will be responsible for handling customer support requests that require data exploration and software development expertise. You will work closely with internal teams, including customer operations and engineering, to troubleshoot and resolve complex issues, explain code functionality, create database queries, execute server-side processes, and develop features to enhance the software's usability. This is a unique opportunity for an individual who has a wide range of technical knowledge and enjoys technical investigation.

Responsibilities:

• Provide technical support to internal teams, including customer operations and engineering, assisting them with software-related inquiries and issues.

• Read and understand code to explain how specific features work, helping internal teams effectively utilize the software's functionality.

• Create complex database queries (SQL and NoSQL) to extract data and provide insights to internal teams.

• Execute commands on servers to perform back-end processes, troubleshoot issues, and optimize performance.

• Develop new features and enhancements that empower internal teams to perform tasks efficiently through the software's interface.

• Collaborate with cross-functional teams, including customer operations, engineering, developers, and product managers, to identify and resolve complex customer issues.

• Document internal interactions, solutions, and best practices to build a comprehensive knowledge base for both internal teams and external customers.

• Stay up to date with industry trends, technologies, and best practices to continuously improve technical skills and provide cutting-edge support.

Qualifications:

• Strong expertise in SQL and NoSQL databases, with the ability to create complex queries for data extraction and analysis.

• Experience as a software developer with proficiency in PHP and JavaScript.

• Familiarity with Node.js applications and frameworks.

• Ability to work independently and take ownership of support cases, while effectively managing priorities and meeting deadlines.

• Excellent problem-solving skills and a strong attention to detail.

• Outstanding communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical individuals.

• Prior experience in a customer-facing technical support role is preferred.

• Proven ability to work on a wide variety of technical issues and learn new technologies quickly.

More than a job 

Where you work isn’t just a career decision -- it’s a life decision. We get it. That’s why we want all of our Blocks to feel a sense of belonging that comes from feeling supported in all areas of their lives. Everyone has family, friends and interests outside of their careers, so we offer perks and benefits to make work, work better for you.    

• 18 days of PTO, plus 11 paid holidays. Whether it's hiking a mountain in Colorado or bonding with your couch, we all need downtime. 

• We’ve got you covered. We offer insurance plans that pay for 100% of your medical, dental, and vision. 

• 401K program 

• Parental leave. Expanding your family? We offer 6-12 weeks of paid parental leave. 

• Continuing education. All Quacks receive time and reimbursements to spend on professional development. 

  

LineLeader is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: LineLeader is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. LineLeader will not tolerate discrimination or harassment based on any of these characteristics. LineLeader encourages applicants of all ages.