Associate Technical Support Engineer

Job Description

Box is seeking an Associate Technical Support Engineer to join their customer-facing team. This role involves isolating the root cause of customer issues and translating technical jargon for non-technical stakeholders. The Associate Technical Support Engineer will provide technical leadership and mentorship within a designated Swarm, acting as a key escalation resource and contributing to the Swarm’s structure.

The position is located in either Chicago, IL, or Austin, TX. Box is the world’s leading Content Cloud, trusted by numerous organizations globally.

Responsibilities:

• Become an expert on an area of the Box product suite.
• Troubleshoot and support customers to optimize their use of Box.
• Serve as the voice of the customer to Product Teams.
• Collaborate with Customer Success Managers, Engineers, Implementation Consultants, and Product Managers.
• Handle escalations and incident management.

Requirements:

• 4-year degree in CS or Engineering or equivalent experience.
• 2-3 years experience in a Product Support role with a SaaS company.
• Experience working with Splunk and other technology tools.
• Comfort interacting with a high volume of customers over various channels.
• Familiarity with remote desktop applications and help desk software (e.g., Zendesk).
• Understanding of Debug/HAR files.
• Excellent written and verbal communication skills.

What Box Offers:

• Opportunities for technical and professional development.
• Supplemental training on tooling, web development, project management, and personal development.
• Collaboration with internal teams.

Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 2 days per week, with a focus on Tuesdays and Thursdays.