Integrations Support Engineer

About Us

Kenect is based in the “Silicon Slopes” of Utah. Our team is committed to helping businesses grow and succeed through our state-of-the-art business texting platform.

With Kenect, our goal is to make text messaging the primary communication tool for any business across the U.S. and Canada. Texting is the way the consumer wants to do business. It's time for businesses to embrace that trend and stop the constant game of voicemails, phone tag, and making customers wait on hold.

About This Role

As an Integrations Support Engineer, you will play a critical role in maintaining an ‘above and beyond' customer experience for our 8,000+ customers. managing all things related to our 100 integrations. This includes troubleshooting integration bugs with our Customer Support Specialists and, in some cases with customers, working closely with integration partners, managing the feature request intake process for integrations, partnering with product managers on escalated integration risks or issues and urgent coding changes, proactively monitoring data to identify trends and opportunities for improvements, and being the internal expert to our Customer Experience and Sales teams. You will report to our Director of Support and Digital Customer Experience. Your success will be measured by resolution time, first-time reply, ticket time since update, percent of unresolved tickets to total tickets.

What You Will Be Doing

• Provide expert-level technical support to customers experiencing complex software and hardware issues, ensuring timely and accurate resolution.
• Analyze, replicate, and troubleshoot software bugs and glitches. Collaborate with the product manager and occasionally the software development team to report bugs, suggest improvements, and follow up on solutions.
• Work with our integration partners to resolve external issues and provide status updates.
• Assist in the configuration and setup of new partner integrations.
• Develop and maintain a deep understanding of the company's products, services, and systems to effectively troubleshoot and provide guidance to customers.
• Document detailed reports of customer interactions, technical issues, and resolutions in the issue management system to contribute to the knowledge base.
• Offer guidance and mentorship to Tier 1 and Tier 2 support teams, assisting in their technical development.
• Stay aware of new product features, technology updates, and customer service best practices to continuously improve service quality specific to integrations.
• Participate in creating and updating internal documentation, FAQs, support guidelines, and occasional internal team training.
• Work closely with the Customer Success team to ensure a seamless customer experience and the achievement of revenue retention and growth metrics.

Skills & Qualifications

• 3-5 years of technical support experience as a Support Specialist or Engineer, troubleshooting a variety of complex technical issues and bugs.
• 3-5 years in SaaS business environment with a basic understanding of SaaS product development process, distributed development teams, and SaaS business metrics.
• Strong written and communication skills for interaction with internal stakeholders and with customers.
• Strong understanding of web and API fundamentals.
• Proficient with API tools such as Swagger and Postman.
• Proficient with monitoring and logging tools (New Relic, Data Dog, etc)
• Working knowledge of SQL, JSON, and XML.
• Understanding of cloud platform technology such as AWS, Google Cloud, or Azure.
• Ability to understand technical concepts and speak about them in simple terms.
• Driven to execute and work through challenges with an optimistic attitude.
• Understanding of Agile Development Methodologies (Kanban, CI/CD)
• Experience with Jira or other agile project management tools like Asana.

Our Company Values We Hope You Showcase

• Get Things Done
• Learn Fast, Go Fast
• Above and Beyond
• Be Optimistic
• Team is Family

• Be Direct

What Kenect Offers!

• Health, Dental, Vision, Life & Disability Insurance
• Your birthday is a paid day off
• Onsite gym
• Breakroom full of snacks and drinks
• Convenient location next to freeway entrance/exit

We believe in hiring self-motivated team members who can run alongside us without needing to be “managed” along the way. Yes, we have managers and 1:1s. Yes, we believe in giving open two-way feedback. We also believe in having team members that can run without the daily guidance that some companies prefer.

Legal Disclosure

Kenect is an equal opportunity employer. We are an organization comprised of people of all kinds of backgrounds, and believe this mix is precisely what makes us strong. All employment decisions at Kenect are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.