Who We Are
Titan Cloud is a market-leading provider of Fuel Asset Optimization, which helps the world’s largest and most complex convenience stores, fleets and their suppliers reduce compliance risk, drastically decrease overall asset maintenance costs, and increase revenue and overall fuel yield. For our customers, we are the enterprise software platform and system of record that ties together their environment, fuel, store operations and maintenance departments. Our customers save millions a year from reducing lost sales, improving customer experience, mitigating fuel loss, reducing excessive maintenance bills, and reducing environmental reserves and fines.
Our Mission Statement
We connect people, equipment, and facilities to maximize the operational efficiency and minimize the environmental impact of every fueling facility in the world.
About the Role
We are looking for a Product Support Engineer to provide exceptional service and troubleshooting to our clients. This position will work closely with customers to identify and resolve problems, answer inquiries, and provide technical guidance. The Product Support Engineer will have the opportunity to work closely with internal teams to ensure issues and inquiries are handled in a timely fashion with the highest level of customer satisfaction.
Remote opportunity is limited to the following states: AZ, CO, CT, FL, GA, IL, KS, MI, NC, OH, OR, SC, TN, TX, VA, VT.
What You’ll Do
- Troubleshoot technical and product issues and provide timely resolution to client inquiries and issues via email, phone, and ticketing system
- Gather and analyze information, evaluate impacts, resolve, or escalate issues as needed
- Manage client expectations, both internally and externally
- Act as a client-facing subject matter expert on Titan Cloud products and services
- Ensure customer satisfaction through regular follow-ups and feedback
- Ensure support service level agreements (SLAs) and customer satisfaction targets are met
- Work on special projects to help improve processes, knowledge base, and overall client experience as needed
What You Bring
- Bachelor's degree in computer science, math, physics, engineering, information technology or related field is required
- 2-5 years of prior Product, Client or Technical Support experience in a Software-as-a-Service (SaaS) environment
- Extremely customer focused
- Excellent verbal and written communication skills
- Strong technical acumen and problem-solving ability
- Ability to perform simple SQL / database queries
- Self-starter and learner. Must have the ability to learn complex enterprise software products quickly
Standard Expectations
- Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.
- Communicates clearly and effectively in both verbal and written communication.
- Develops constructive and cooperative working relationships with others and maintains them over time.
- Encourages and builds mutual trust, respect and cooperation among team members.
- Maintains regular and predictable attendance.
Job Type: Full-time
Pay: $65,278.84 - $78,615.38 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Experience level:
Schedule:
Application Question(s):
- How many years of experience do you have working in a technical or application support role in Software-as-a-Service company?
- Will you now or in the future, require Titan Cloud Software to sponsor a work authorization visa (H1-B) on your behalf?
- Do you understand that remote work for this role is limited to the following states: AZ, CO, CT, FL, GA, IL, KS, MI, NC, OH, OR, SC, TN, TX, VA, VT.
Education:
Experience:
- SQL: 1 year (Preferred)
- Technical support: 2 years (Required)
Work Location: Remote