Product Support Engineer

 JOB DESCRIPTION


 

  
Finalsite is the preferred website, communications, and marketing platform of more than 8,000 schools worldwide. The company’s people, products and services transform how schools connect and engage with their community, recruit students and staff, and fundraise; while managing the complex requirements around data privacy, accessibility, hosting and security. Finalsite products and services include award-winning website designs, a robust content management system, a powerful enrollment management system, innovative inbound marketing tools, data integration, training, support and marketing consulting. With a 96% retention rate year-over-year, Finalsite is the choice of over 700 NAIS member schools and 1000+ school districts in the U.S., and international schools and universities in over 115 countries around the world. The company is headquartered in Glastonbury, CT with offices in Austin, TX and Columbus, OH, U.S.A., as well as in the U.K. For more information, please visit www.finalsite.com.
  


  
MISSION 
Finalsite’s mission is to help schools prepare students to be successful and make the world a better place.

  
VISION 
Finalsite will transform the way school communities engage with their schools.


  
SUMMARY OF THE ROLE
 
 
The Product Support Engineer serves an advanced role within the Support team, exhibiting an extensive knowledge of Finalsite’s product and overall technical proficiency. The Product Support Engineer primarily handles Tier 2* escalated issues, and serves as a member of the Escalation Team.
 
LOCATION
 
100% Remote - Anywhere within the US.


 
RESPONSIBILITIES
 

  

   
Investigate and resolve Tier 2 questions and issues as part of the Escalation Team.
   
Train and coach colleagues on Tier 2 issues and processes.
   
Attend daily product support and escalation team stand-up meetings, leading meetings as required.
   
Troubleshoot, investigate, and create detailed software bug reports, and product enhancement requests. 
   
Work with the Product Team to provide feedback, escalate issues, and advocate for changes to improve our platform.
   
Stay up to date and coach colleagues on new product features and improvements, as well as web trends, ensuring understanding across the team.
   
Provide support, training, best practice, and implementation assistance across our Content Management System and suite of products.
   
Strengthen the Finalsite brand by exhibiting excellence in product knowledge and customer service.
   
Participation in Tier 2 on-call rotation
   
Assist with Tier 1 tickets and phone support in the event of extraordinary high volume.


  
 
 
QUALIFICATIONS AND SKILLS
 

  

   
Associate’s or Bachelor’s degree preferred.
   
Solid comprehension of web servers, email routing, browsers, and other external components our product touches.
   
Advanced technical understanding of Finalsite’s product preferred
   
Experience in scripting or web development preferred (JavaScript, Python, MSSQL, Coldfusion, Ruby, XSL).
   
Prior customer service or technical support experience preferred, but not required.


  
 
 
RESIDENCY REQUIREMENT
 
Finalsite offers 100% fully remote employment opportunities, however, these opportunities are limited to permanent residents of the United States and the United Kingdom. Current residency, as well as continued residency, within the United States and UK, are required to obtain (and retain) employment with Finalsite.


 
DISCLOSURES
 
Finalsite is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. EEO is the Law. If you have a disability or special need that requires accommodation, please contact Finalsite's People Operations Team. Finalsite is committed to the full inclusion of all qualified individuals. As part of this commitment, Finalsite will ensure that persons with disabilities or special needs are provided a reasonable accommodation.