Technical Support Engineer at CrowdStreet
Portland, OR, US
Company Description

Founded in 2013, CrowdStreet’s technology solutions provide real estate investment managers (sponsors) a scalable platform for growing and managing a large investor-base. We are transforming real estate investing by creating universally accessible, transparent, and efficient markets. While our competitors are positioning themselves as online versions of institutional funding, we’re the only major provider delivering a comprehensive online funding and investor management solution. CrowdStreet’s platform extends beyond the fundraising of a deal to cultivating and growing lifetime value for the sponsor through building, managing and expanding ongoing investor relationships.

To support our company’s rapid growth, we are hiring a Technical Support Engineer to join our Services team and assist us in building a world-class customer support organization.

What You'll Be Doing

Your primary responsibility as a Technical Support Engineer at CrowdStreet will be to support the employees and executives of our business customers (i.e. commercial real estate developers, operators and investment firms) as they learn our platform (both our Marketplace and Sponsor Direct SaaS products) and use it on a regular basis to manage investor relations and fundraising initiatives. This will require the ability to build a relationship with key stakeholders by managing multiple support cases escalated over time by a few individuals per company, rather than simply resolving ad hoc tickets through single-user engagements. In this role, you will triage new support cases escalated via email or ZenDesk case submissions, work cases to closure and communicate timely progress to customers. This may involve troubleshooting not only the CrowdStreet solution, but also external solutions integrated into the CrowdStreet technology stack, including but not limited to DocuSign, VerifyInvestor, SendGrid, Senty, Celery and AWS. Resolving cases will involve using your deep product knowledge, SQL skills, technical experience and troubleshooting ability to research data and product issues, conduct root cause analysis, provide product training, configure the CrowdStreet solution, execute SQL scripts and write knowledge base articles. As a member of the Services team, you will also use Jira to escalate defects and submit product enhancement suggestions that will improve product usability, reduce support call volume and enhance customer satisfaction. You will also use your analytical ability to generate support performance metrics and track SLA results.

When not managing support cases, providing product training or writing knowledge base articles, you will leverage your product knowledge and technical skills to assist the Services team to implement new customers. While a secondary priority, the experiences gained will provide you with a 360 degree view of the customer lifecycle and expose you to numerous career paths and opportunities as you grow at CrowdStreet.

What We Must Have

5+ years of SaaS application product support experience

Experience managing multiple business customers concurrently

Technical skills necessary to conduct root cause analysis, including relational database understanding, good SQL experience and a problem solving mindset

Experience using SQL to identify root causes of data related issues, and write/execute scripts to resolve data problems

Experience triaging and working support cases using a tool such as ZenDesk

Ability to quickly master a complex B2B SaaS application

Experience training customers to learn and effectively use a SaaS and/or Marketplace business application

Ability to identify usability and functional enhancements that can increase customer satisfaction and/or reduce support call volume

Experience working with a Product Development and Product Management team to prioritize, resolve and validate defects related to customer support cases

Ability to work autonomously to manage support cases and achieve SLA targets

Ability to manage cases outside of normal office hours when necessary to address high priority issues

Excellent customer communication skills and a can-do-attitude

Not Required, But Nice to Have

Experience with HTML, CSS, Javascript and front end frameworks

Experience as a product trainer tasked with teaching customers to use a SaaS product

Experience implementing a SaaS solution such as a CRM or ERP application

Experience administering ZenDesk, such as configuring the Help Center, creating alerts/triggers/automation rules, tracking performance vs. SLAs, etc.

Experience installing SSL certificates and managing AWS S3 buckets

Product Management or QA experience

Technical writing experience

FinTech experience

Working at CrowdStreet

Located in the heart of downtown Portland just a block from Pioneer Square, CrowdStreet is proud of our cool, open and collaborative environment. Along with great benefits, a fully stocked kitchen and a dog-friendly office, we offer the opportunity to be at the ground floor of a fast-growing startup with fun, smart, customer-driven people transforming the world of real estate investment.

We consider applicants for all positions without regard to race, color, religion, national origin or ancestry, sex, age (40+), disability, veteran status, or any other legally protected status under local, state, or federal law.

How to Apply

Please submit your resume online with a cover letter stating: 1) Why you’re passionate about working for CrowdStreet, and 2) A brief summary of how you meet each of our qualifications (including the “nice to haves”). The best way to do this is to copy/paste the requirements bullets and put a brief answer after each summarizing your relevant experience. Thank you for your interest in CrowdStreet!