Technical Support Engineer

Dispatch is redefining how the world experiences home and field service. Trusted by leading brands and service providers, we power seamless, reliable service experiences through a modern platform built for scale. With deep roots in field service innovation, including the acquisition of Youreka, a leading no-code mobile automation solution on Salesforce, and the backing of Vista Equity Partners, Dispatch is positioned for rapid growth.

We are a brand partner that combines technology, people, and a partnership-first mindset to deliver measurable value for our customers. Come join us to contribute to our future. We have built a sales-friendly culture and we run fast. Commitment to our employees and our culture is key to a rewarding career track.

The Customer Experience/Solutions team is a group that helps, supports, and guides our enterprise customers and their service provider network from a technical standpoint. You will serve as the key technical advisor and support for customers, working alongside Customer Success Managers (who own the relationship and program success). You are the subject matter expert of Dispatch solution, and are technically curious and driven to solve problems.

Your objective is to ensure sound deployment and execution of the Dispatch solution by our customers, to drive adoption of new capabilities and features, and to help resolve problems and issues experienced by our Enterprise Customers and many of their network Service Providers.

• Develop a deep understanding of the customer journey and how Dispatch solution fits into it
• Learn all of the Dispatch products functionally, and understand the architecture and technical tools needed to help analyze and triage issues as they arise
• Keep up a constant knowledge of Dispatch product modules, as well as the ongoing release, enhancement, and additions.
• Communicate with users, IT, and/or Engineering representatives at Customer Account on integration-related topics with products (e.g., Salesforce, Quick Books Online).
• Advise both customers and internal teams (especially Customer Success) on the deployment of new Dispatch capabilities, solution roadmap for the Customer, and provide guidance throughout such deployment
• Serve as an escalation point and help Technical Support triage problems.
• Work well under pressure, helping to track issues as they are triaged and then pass through the bug life cycle process within Dispatch.
• Recommend changes to maximize the efficient and timely resolution of issues.
• Provide technical support to customers and partners, interacting with Engineering, Dev-Operations, and cross-functional management regularly on high-profile technical issues.
• Establish strong working relationships both within the Customer Operations team and throughout the Product and Engineering teams and Professional Services.

• A technical solutions consultant and/or technical support guru with 2+ years of experience at a software company (preferably SaaS) supporting higher-tier technical issues including complex escalations, integrations, and customer specific configurations
• Patient, methodical, and structured with how you tackle issues and go about problem-solving
• Able to understand Customer s business needs/process and translate them into technical requirements/solutions, and vice versa
• Skilled at writing feature requests or bug tickets for our product and engineering teams
• Comfortable engaging with Customers, both Enterprise Accounts and their network of Solution Providers, to help further triage issues
• Proactive in your communication style, open to raising and escalating issues internally where necessary
• Strong problem solving instincts - you enjoy digging deep to understand the "why," not just applying surface-level fixes
• Self-driven, focused on measurable results and productivity
• Excited to thrive in a fast-paced, results-driven, start-up culture that expects phenomenal things every day

• Knowledge of SQL/Relational Databases [required]
• Read and write JSON [required]. Plus an understanding of JSON and web services based API s
• Basic understanding of Networking protocols…