Support Engineer – Remote

The Regis Company leverages its learning technology platform to create experiential learning programs for some of the world's largest Fortune 500 organizations. Headquartered in beautiful downtown Golden, Colorado, we deliver products with global reach. To date, we've empowered over 1.2 million learners across six continents and earned more than 50 awards, Including Best Advance in Leadership Simulation Tools, Excellence in Executive Education, Best Advances in Gaming or Simulation Technology, and so much more. If you're passionate about education and technology, this might be the role for you!

As the newest member of our team, you will play a pivotal role in troubleshooting and resolving complex technical issues as the liaison between customer support and development teams. You have 3+ years of experience in an IT support role with a SaaS platform company and a passion for problem solving. You are naturally curious and have experience with cloud-based SQL architectures. If you are ready for a new challenge and eager to contribute to pushing the envelope on tech-enabled, AI-enhanced experiential learning, let's chat!

What your days will look like:

• Troubleshooting and resolving complex technical issues, providing prompt, accurate resolution
• Acting as the liaison between customer support and development teams for escalated issue resolution
• Developing and maintaining support infrastructure, automated systems, workflows, and processes
• Documenting support interactions and contributing to the knowledge base and best practices to support customers and internal teams
• Monitoring system performance and proactively addressing potential issues before customer impact
• Acting as the primary point of contact for high-priority escalations and queries
• Provide guidance and training to customer support staff to improve tier 1 resolution rate
• Promoting a culture of continuous improvement in all that you do!

Show us your:

• Bachelor's degree in computer science and 3+ years of experience in an IT support role working with a SaaS product – your IT certifications will catch our attention!
• Experience working with NodeJS, React, Mongo and Azure Cloud Services
• Confidence working with production MongoDB and SQL Databases including queries
• Ability to troubleshoot and resolve complex technical issues while demonstrating exceptional customer service
• Highly refined communications skills – comfortable getting your message across in a virtual world with customers and internal teams
• Strong analytical and troubleshooting skills - identifying and addressing potential issues along with the customer success team
• Superbly organized, detail-oriented and self-directed with exceptional documentation skills
• Ability to adapt quickly in a fast-paced environment
• Personal ethic that embodies the ideals of diversity and inclusion

Working with us you'll enjoy:

• Salary $70,000-$85,000 plus an impressive suite of benefits
• Ample time off to recharge and maintain balance
• An amazing team of brilliant professionals to spend your days with

Goldstone Partners is helping this wonderfully successful company find talented professionals who want to help develop world-class leaders. Applications welcome for those who are US Citizens or hold a Green Card.