Associate Technical Support Engineer

Houzz Inc

Houzz is the world’s leading platform for home remodeling and design, helping more than 2.5 million home professionals in over 100 categories to grow and manage their business. Through Houzz, a community of more than 65 million homeowners and home design enthusiasts, find ideas, hire professionals, source products and access tools to update their homes from start to finish. Houzz…

Job Information

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    Duty Station Nepal
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    Type of Appointment Contract
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    No. of Openings 2 openings
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    Salary 100000 / Monthly
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    Job Level : Mid-Level
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    Job Experience : 1+ Years
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    Job Category IT and ICT Engineering
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    Job Qualification : Bachelor
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    Posted Date : Feb 21, 2022

Job Description

We are looking to hire an Associate Technical Support Engineer to elevate our levels of customer service worldwide and provide global support with the existing Professional base across Houzz.com, Houzz Pro, and Ivy. Specifically, your job is to work with our cross-channel customer facing teams in order to identify, validate, and escalate issues facing Professionals on Houzz. You will join the Technical Support Engineering team that liaises between our engineering, product, and support teams to ensure the issues are properly documented and resolved.

The ideal candidate is an excellent communicator with experience speaking to stakeholders across technical and non-technical teams. This individual must be tech savvy and have the ability to communicate with cross functional teams on a global capacity. You must put a high value on customer service, possess an extreme attention to detail, and be able to quickly prioritize and manage multiple urgent issues at once.

What You’ll Do
  • Validate and document bug reports from professionals using Houzz
  • Communicate with support teams and engineers to ensure quick and thorough response to customers
  • Monitor caseload regularly for open items or opportunities to resolve outstanding customer issues
  • Conduct regular bug bashes with support teams to surface issues in customer-facing software
  • Collaborate with global support teams to address high-priority issues
  • Query data warehouse to investigate issues
  • Develop deep understanding of Houzz’s unique codebase and tech stack
  • Identify, document, and provide recommendations for solutions for common workflows on the support and customer success teams
  • Refine processes and document recurring escalations in the Houzz support playbook
  • Work within US business hours 10pm to 6am NPT on a rotating basis every 2 weeks.

Required Qualification & Experience

  • 1 years experience of working with support escalations
  • Consistent track record of success
  • Strong listening skills – can easily identify customer pain points and translate these to actionable steps to resolve
  • Strong understanding of underlying technology of digital platforms and/or subscription-based services
  • Ability to work with people virtually and embody a team player attitude
  • Excellent written and verbal communication skills across multiple communication platforms
  • Strong critical thinking and problem solving skills
Ideally, You’ll Also Have 
  • Previous experience in a subscription oriented Account Management and/or Technical Support background
  • Experience writing and running SQL queries
  • Intense curiosity for learning complex technical concepts
  • Experience with administrative tools on a digital platform

How to Apply

Be Who You Are and Do What You Love at Houzz
We’re a Family
At Houzz, we strive to create and foster a strong family environment in our workplace. We collaborate to accomplish our goals, always working as a team. We aim to build a culture of inclusion — celebrating and leveraging our differences for the betterment of one another, our products and our community.
Houzz team members come from many backgrounds and bring diverse experiences to the company. We take pride in making each person feel at home.

We Build the Future
Join Houzz in revolutionizing the home remodeling and design industry and have an impact on our community of more than 65 million homeowners and home design enthusiasts who use our platform and the 2.5 million-plus home professionals around the world who grow and manage their business with Houzz Pro. Houzz has been named one of the most innovative companies in the world by CNBC and others, and is backed by top venture capitalists. At Houzz, you can help drive the future of an industry worth over $1 trillion in the U.S. and Europe alone.

We Make Things Happen
Our team members play a key role in guiding the direction of our company and are able to work across multiple groups to implement fresh ideas that allow Houzz to be the industry leader. If you are interested in applying your passion to create products that will transform the lives of millions of people who are designing, remodeling and decorating their homes, welcome to Houzz.

Houzz is an Equal Opportunity Employer.
Please send your CV to: Noa.perry@houzz.com