EverWell - Customer Support Engineer (L3) (Remote, NZ)

EverWell - Customer Support Engineer (L3) (Remote, NZ)

EverCommerce (Nasdaq : EVCM) is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals.

With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.

About The Role

Timely and SalonBiz serve over 24,000 customers in 100 countries and are on a mission to build the leading platform for beauty professionals. Together we make up EverWell, an EverCommerce vertical. We offer SaaS solutions to a variety of customer sizes and types within the beauty industry, and we’ve got big goals and are ready to achieve them.

This is where you come in!

As our Customer Support Engineer, you’ll provide a bridge between our customer facing teams and product engineering teams, providing technical support for our customers as escalated by customer-facing teams. You’ll be confident in using a range of engineering tooling to identify and triage a customer’s problem effectively and efficiently. You’ll be curious about how things work and use that knowledge to think laterally about possible workarounds.

What You'll Do

• Responding to escalated customer support requests - You’ll investigate issues reported by customers, provide custom data as requested
• Respecting our customers - You’ll handle customer information with care, keeping it confidential and using it only for its intended support purpose.
• Technical investigation and problem solving - You’ll understand and navigate transactional databases, writing efficient and safe SQL scripts to query production environments
• Efficient time management and prioritisation - You’ll use sound judgement to prioritise tasks across multiple sources
• Team player - You’ll build a great working relationship with the other support engineers and default to working collaboratively with your team members
• Build tooling to automate workflows - You’ll identify common requests or repetitive administration tasks or areas for improvement. And have a strong focus towards building out tooling to automate common requests.
• Strong and clear communication - Your support request responses will be highly accurate and informative. Act as a communication bridge between technical and non-technical stakeholders, translating complex concepts.
• Being an advocate for the customer - Advocate for the customer’s perspective and you’ll be familiar with problems commonly encountered by the support team and proactively suggest solutions that can benefit them (and our customers)

What You'll Bring

Nice to haves

Research shows that while men apply to jobs when they meet ~60% of criteria, women and those in underrepresented groups tend to only apply when they check every box. So if you think you have what it takes but don't meet every single bullet point above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Why join us?

At EverCommerce, we lead with inclusion and use our values to inform our decisions. We succeed together and celebrate the things that make us unique. We’re big believers in work-life balance and offer additional annual leave so you can fully switch off and relax throughout the year.

We trust our team to work where they are the most productive. You’ll have the flexibility to work from home or the office. We have office space in Auckland, Wellington, and Dunedin and provide a high-spec home office set up.

We set a high bar and support our team to innovate and focus on continuous growth. You’ll enjoy a professional development budget to fuel your growth, and an annual wellness allowance to fund the things that support your wellbeing.

Application details

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!

Location notes : Auckland, Christchurch, Wellington, New Zealand; remote flexibility within NZ.

#J-18808-Ljbffr