Technical Support Engineer

Join Our Customer Solutions Team at Clari

About the Team

The Customer Solutions team at Clari collaborates closely with our customers throughout their journey—from the discovery phase to implementation, renewal, and expansion. Our team is composed of experts in product management, process optimization, and strategic planning, covering customer service, success, education, and support.

About the Role

We are excited to welcome a dedicated Technical Support Engineer, instrumental in ensuring our customers' success. You’ll be on the front lines, mastering our software, gathering feedback for platform improvements, and empowering our sales teams to perform at their best.

As a part of the Technical Support team, you’ll merge business acumen with technical expertise to assist Clari + Groove customers. Responsibilities include maintaining our SLA (Service Level Agreement) for initial response time and resolving issues using internal resources. You’ll be a crucial problem solver in a fast-paced, client-centric environment, providing exceptional support and guidance.

This is a fully remote opportunity, ideally worked within the Pacific Time Zone.

Responsibilities

• Act as an escalation point for complex technical issues, owning the process from troubleshooting to resolution.
• Serve as an internal and external Subject Matter Expert (SME), identifying expected and unexpected product behaviors.
• Communicate solutions in both technical and non-technical terms.
• Write scripts and queries to resolve challenging customer problems.
• Document bugs and feature requests, collaborating with Product and Engineering teams to address customer impacts.
• Exceed customer expectations in response quality and timeliness.
• Provide proactive feedback to Product and Engineering to preempt common issues.
• Participate in the weekend on-call rotation.
• Work hours: 9 AM - 6 PM PST.

Qualifications

• 2-4 years of relevant experience in Technical Support or equivalent roles.
• Comfortable with APIs, Salesforce, SQL/SOQL.
• Experience in reading code and testing specific classes/methods locally.
• Proficiency in scripting languages (e.g., Ruby, Python).
• Excellent communication skills, empathetic toward customers with varying technical abilities.
• Strong analytical, problem-solving, and troubleshooting skills.
• Preferred experience with Salesforce Service Cloud, Jira, and Slack.
• Knowledge of Atlassian (Confluence) and Twilio is a plus.

Perks and Benefits @ Clari

• Remote-first environment with opportunities for in-person collaboration.
• Comprehensive medical, dental, vision, disability, life insurance, and EAP.
• Mental health support provided by Modern Health.
• Pre-IPO stock options.
• Well-being and professional development stipends.
• 401(k) retirement plan.
• 100% paid parental leave, plus fertility and family planning support by Maven.
• Discretionary paid time off, monthly ‘Take a Break’ days, and Focus Fridays.
• Cultural initiatives including charitable giving matches and various events.

At Clari, we strive to offer competitive salaries and wages that are fair, equitable, and motivating. We aim to be transparent in our compensation to attract, retain, and grow our talent.

The salary range for this role is $77,000 to $115,000, including stock options and company-paid benefits, with stipends for well-being and professional development.

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