Production Support Engineer

😎 Our CultureQuantum Metric's number one objective is happy people, diverse and inclusive culture.  We’re passionate about empowering our people to become the best version of themselves, offering coaching and training programs designed to accelerate their career in whatever direction they choose.  
As a remote-first company, we understand the importance of building an engaged, diverse, and fun place to work. We hold regular company-wide events, seasonal challenges, and Quantum Metric sponsored local outings when Zoom becomes too much. We also have a number of Employee Resource Groups that provide spaces to discuss, share, and reflect on topics that impact us both inside and outside of work - from being new to SaaS or navigating it as a first-time parent, to overcoming the barriers faced as Black, Hispanic, Asian American and Native Hawaiian/Pacific Islander, LGBTQIA or other underrepresented backgrounds.  We are also passionate about the connections we build with our customers. You’ll not only work with some of the world’s most recognized brands, but build lasting relationships.
At Quantum Metric we value all types of experience and education and don’t expect you to meet every qualification for this position. We are most interested in the unique perspective you can bring and your ability to uphold our values of passion, persistence, and integrity.
🚀 About the RoleJoin our Production Support team and play a vital role in delivering exceptional support to our customers. You will develop in-depth expertise in our product's features and configuration, enabling you to effectively address support inquiries, share valuable knowledge, and guide customers in resolving challenges. Collaborating closely with our Platform Engineering and Customer Success teams, you will contribute to issue diagnosis and ensure that critical customer needs are prioritized. This role offers a dynamic environment where you will encounter and solve new problems daily.
This position is an excellent opportunity for individuals looking to expand their technical skills, learn from experienced professionals, and gain practical experience within the digital intelligence domain. If you are a motivated individual with aspirations for growth into roles such as Software Development, Sales Engineering, or Customer Success, this could be a great starting point for your career journey.

🔧 Responsibilities

• Address and resolve support inquiries from enterprise customers and internal teams
• Collaborate with Platform Engineering and Customer Success to investigate and diagnose technical issues
• Respond to support tickets within established service level agreement (SLA) timelines and provide regular progress updates
• Participate in customer meetings, as needed, to review the status of support tickets
• Create and maintain clear and concise documentation of solutions in our customer-facing knowledge base

💡 Requirements

• You enjoy tackling challenges and working collaboratively with fellow engineers to explore solutions and determine the most effective approach.
• You recognize the value of learning from the experience of others.
• You possess a natural curiosity and are likely familiar with a range of technologies, demonstrating an aptitude for continuous learning and expanding your technical horizons.
• Bachelor's degree in Computer Science, Software Engineering, Information Systems, or equivalent practical experience
• Experience with SQL, JavaScript, CSS, HTML, and React
• Familiarity with a support ticketing system (e.g., Salesforce, Zendesk, Jira).
• Strong written communication skills
• Solid understanding of the HTTP request/response cycle
• Familiarity with modern CSS frameworks and libraries
• Proven ability to manage and prioritize a significant volume of support tickets effectively
• Compensation: $72,000 - 93,000

🏆 Perks and BenefitsThis will be the best group that you ever work with! We support one another through obstacles and succeed as a team. Your hard work will be well rewarded. Most importantly, you'll be strapped to a technology rocket ship bound for greatness! Your success at Quantum Metric will be a milestone in your career. 
Group benefitsMedical, Dental, Vision Insurance (99% Medical base plan paid by the Company)FSA, DCFSA, and HSA accountsEmployee Assistance Programs (EAP)Telehealth optionsVoluntary Life & AD&D, STD, LTD, Critical Illness and AccidentHealthy Rewards – Discount ProgramsDiscounts on Pet Insurance401k (with employer match) and Options / Equity 13 company holidaysUnlimited Paid Time Off Sick leaveParental/Adoption Leave 
In addition to our more traditional benefits, we also offer great perks, a flexible work environment, and numerous resources for professional development and team building.Promotional opportunities Rewards and recognition programs Robust onboarding and training programOne-time stipend for work-at-home employeesMonthly business expense stipendFlexible work environmentsEmployee Discount Program (Perks at Work)Employee Referral Program Lead Referral ProgramMacBook and awesome swag delivered to your doorEncouraging and collaborative culture RECHARGE PROGRAM (after 3 years, disconnect for 3 weeks, no email/slack) 🐉 About Quantum MetricAs the leader in Continuous Product Design, Quantum Metric helps organizations put customers at the heart of everything they do. The Quantum Metric platform provides a structured approach to understanding the digital customer journey, enabling organizations to recognize customer needs, quantify the financial impact and prioritize based on the impact to the customer and business’ bottom line. 
Today, Quantum Metric captures insights from 40 percent of the world’s internet users, supporting nationally recognized brands in ecommerce and retail, travel, financial services and telecommunications. Our customer retention rate is 98%. 
Quantum Metric has been named to the Inc 5000 and the Deloitte 500 for the last five-consecutive years, and has made the Best Places to Work lists by Glassdoor, BuiltIn, Fast Company and Forbes. 
If the above role seems like a match and you’re interested in joining a team of people with exceptional potential from diverse backgrounds, perspectives, and life experiences, we want to hear from you!
The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Quantum Metric reserves the right to change, edit, and add duties and responsibilities of all job descriptions at any time, at its sole discretion, and to notify the respective employee accordingly. 
Quantum Metric will only provide offers of employment and all communications regarding employment from an official @quantummetric.com email address and/or LinkedIn inMail. Quantum does not recruit via channels such as WhatsApp or Telegram, and will not ask for a candidate’s sensitive information and/or any upfront fees/costs during the job application process. Quantum asks that any candidates report any suspicious recruitment efforts to security@quantummetric.com.
Quantum Metric is an E-Verify employer: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdfApplicant Privacy Policy:  https://www.quantummetric.com/legal/applicant-privacy-policy/
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