EverPro - Support Technician Level 2 (Remote)

Bold Group is looking for an outstanding service professional to join our team. The L3 Support Technician is responsible for providing high-quality technical support for the Bold Group platforms to customers, developers, and prospects across the world through e-mail, phone interactions, desktop sharing with customers and by using our service incident tracking system. The fundamental goal of this position is to help our customers achieve success when using Bold Group software products. The job involves handling and resolving complex technical and functional queries from customers across the globe.

You:

Nothing makes you feel better than making someone’s day or solving someone’s problem. A fast-paced day makes you feel energized rather than drained, and you’re at your best when you’re interacting with people. You love to dig into a complex problem and come up with a solution.

Us:

Bold Group, an EverCommerce company, serves the electronic security industry with the most comprehensive array of alarm monitoring and integrated financial management solutions tailored to achieve optimal business performance. Bold Group’s product portfolio features the renowned alarm monitoring systems Manitou, stages®, and SIMS. These leading alarm monitoring systems are complemented by the industry’s top accounting and business management systems: the SedonaOffice suite and the bestselling AlarmBiller system.

The Bold Group Core Values:

• Our team protects the Bold Group Reputation by always maintaining a high level of integrity.

• We hire Team Players who have a positive attitude and are invested in the success of both their peers and the company.

• We encourage Innovation and welcome creative and forward-thinking problem-solvers.

• We consider the Bold team a Family; we maintain a culture of respect, offer a family-oriented environment, and give back to our community.

Location:
While the Bold Group is headquartered in Colorado Springs, Colorado, and we have additional offices in Plano, TX, Irvine, CA, Chagrin Falls, OH, Detroit, Michigan and Milwaukee, Wisconsin, this role can be based anywhere in the United States and can be 100% remote. All of our teams are working remotely for the foreseeable future due to the COVID-19 pandemic. 

Core Responsibilities:

• Solve complicated or never-before-seen issues with your technical and product expertise.

• Continuously grow your depth of knowledge on the products you support, as well as expanding to new technologies and domains as you learn more of our products.

• Sharpening your technical prowess by deep diving into source code, databases, logs, and traces to get to the root cause of any issue.

• Diagnosing, troubleshooting, and developing new solutions that solve the root cause of customer problems in tickets elevated from our support and customer success teams.

• Writing step-by-step processes, technical solutions, and ticket updates to customers using clear and concise English.

• Learning new products quickly and effectively. When given access to user and developer documentation, knowledge base articles, source code, and infrastructure be able to develop a layered understanding of how the product works end-to-end.

• Track and manage tickets to ensure timely communication and resolutions

• Show initiative and act independently to resolve tickets, manage multiple priorities and follow through on tasks to completion.

• Ability to be On Call in a 24 x 7 environment

Must Haves:

• C1 level English proficiency (spoken and written) and the ability to communicate professionally and clearly

• 2+ years of experience with software development. You will not be programming in this role, but you will need to read and understand code, write scripts, query databases, and scrutinize dense log files while troubleshooting.

• 2+ years of experience with customer-facing technical support (application, OS, or Networking). The solutions you provide are highly technical, but a customer-focused approach to ticket handling is essential to provide a great experience.

• Knowledge of performance monitoring and tuning tools, problem determination and recovery, and security

• Required to be on-call 24X7X365 rotation, and respond in a timely manner

• Customer advocacy, empathy, and keen attention to detail.

Nice to Haves:

• Experience with ERP solutions

• Experience with PSIM or Alarm Monitoring Centers

Benefits & Perks:

• Competitive salary

• Robust medical, dental, and vision benefits

• 401(k) with match

• Gym stipend

• Start with 17 vacation days, 8 standard holidays and 2 floating holidays, plus a day off to volunteer each year

Compensation: The target base compensation for this position is $70K to $85K USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.