Software Support Engineer

About Teesnap:

At Teesnap, we are passionate about helping our golf course partners thrive. We achieve this goal by combining cutting-edge technology with exceptional customer service, enabling golf courses to outperform their competitors. We are an innovative, forward-thinking company that values creativity, dedication, and hard work. Our world-class team continuously pushes the envelope, ensuring our customers lead with a best-in-class golf course management solution that drives business growth. 

About This Role:

As a Software Support Engineer you will be responsible for resolving technical escalations from customer support teams, consulting with the engineering team on tickets, and escalating those tickets when applicable. While the ticket is escalated, you will own all communication with internal stakeholders. You will leverage technical tools to research and potentially resolve the issue.  You will also contribute to the quality of our product by creating test cases for resolved issues. You’ll work closely with other teams, including customer service, product and development, to relay customer feedback and contribute to ongoing product improvements. We’re passionate about creating innovative products, and we're looking for a motivated Support Engineer to join our dynamic team.

Daily Duties & Responsibilities:

• Collaborate with Tier 1 support team to resolve customer facing issues.
• Troubleshoot and resolve technical issues related to the use of the Teesnap platform.
• Complete research on tickets and issues using technical tools including SQL queries, error log searches, code investigations and configuration settings.
• Document issue and resolution for the R&D team.
• Document and escalate complex issues to the development teams.
• Provide feedback to the product team based on customer interactions to help improve the product and user experience.
• Assist in quality test case creation based on resolved tickets.
• Maintain detailed records of customer interactions, issues, and resolutions using our CRM and support tools.
• Continuously expand your platform knowledge and stay updated on new features, releases, and best practices.

Minimum Requirements:

• Education: High School Diploma/GED
• Years of Experience: 1-3 years of experience in a technical support or business analyst role, preferably in a SaaS company. 
• Employee Location: The employee must live in the Las Vegas, Nevada area and work in the office at least four (4) days per week.
• Technical requirements:
  • Experience with authoring SQL queries
  • Experience with log aggregation platforms 
  • Basic understanding of software development including logic and flow control

Preferred Qualifications: 

• Experience in the Golf or Hospitality Industry
• Familiarity with CRM tools
• Basic understanding of a SaaS business
• Experience with any of the following platforms: Datadog, AWS, Github, Jira

Reporting:

• Reports to the Infrastructure Manager

What we offer:

• Competitive compensation package including a base salary and performance-based commissions.
• Comprehensive health benefits, 401K, Unlimited PTO
• Dynamic, collaborative working environment in a fast-growing, exciting industry.
• Opportunities for professional growth and advancement within a rapidly expanding company.