You will work closely with cross-functional teams such as Product, Support, Customer Success, Onboarding, and other engineers to ensure we provide the highest level of service and resolution to our customers, aligned with the goals of being the overall Voice of the Customer at the company, optimizing processes, maximizing net retention, and fixing bugs.
The ideal candidate thrives on helping local businesses solve their problems, drives innovation, and is confident in ambiguity. While this role is not purely customer-facing in nature, you will be involved in escalations and resolution, and will join customer meetings when appropriate. Technical Support Engineers will report directly to the Technical Support Manager.
What You Will Do
Troubleshoot, document & resolve bugs by using AI to create and merge PRs
Serve as a point of escalation, vetting the legitimacy of product-related issues from our customers
Develop a system for feedback loops in close collaboration with the Product team
Create internal documentation of our products and processes
Maintain open communication channels within the broader Customer Success department and Product teams
Serve as the Voice of the Customer, socializing organized qualitative and quantitative data to cross-functional partners to improve our products
Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience
Resolve escalated cases promptly while holding Product, Engineering and yourself accountable to established Service Level Agreements
What You Should Have
A customer-first mindset with strong empathy and ownership
1–3 years of experience in technical or product support roles
Ability to drive innovation, improve processes, and thrive in an unstructured or rapidly changing environment
An AI power user, you are comfortable working with multiple agents at once and are excited for AI's future
Familiarity with modern web technologies (APIs, web services, JSON), and comfort with scripting or debugging tools.
Strong analytical and data-driven problem-solving skills
Experience managing and triaging customer issues, feature requests, or product-related escalations
Proactive approach to identifying gaps, proposing solutions, and improving team workflows
Benefits
Open and transparent culture
Life insurance, long and short-term disability coverage
Paid parental leave
Fertility benefits
Generous vacation time, plus three 4-day summer holiday weekends
Excellent medical, dental, and vision benefits
401k Plan
Bi-annual swag drops with cool Podium gear and apparel
A stellar HQ (Utah) gym with local professional coaches and classes offered
Onsite HQ (Utah) child care center, subsidized for employees
Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, or veteran status.
