How you’ll make a difference:

As a Junior Support Engineer, you will be the technical support line to our Customer Success Team who work directly with the customers in initial information gathering and triaging. Support Engineer will provide second tier, technical support utilizing application expertise, exploration of system data, and technology stack. You will also work closely with Product Managers, Developers, Dev Ops and other experts to troubleshoot and identify solutions for customers utilizing built-in functionality whenever possible, identifying alternative approaches when necessary, building a reproducible case for identifying bugs, or clarifying product enhancement requests.

You will be integral to Allego’s success through:

Investigating support incidents escalated from the internal Customer Success Team. Support may include data gathering and documenting for clear understanding of the reported problem.
Reproducing or isolating possible culprits using log analysis, data review, testing in development environments, and working directly with the external customer
Identifying gaps in CS knowledge and push to close those gaps by escalation to responsible parties and creation of documentation where appropriate
Be the Intersection of product expertise and customer insights to understand what the product functionality is capable of and how the functionality is put into practice
Be able to advise PM, developers or CS when necessary
Be a customer advocate by submitting and track bug remediation and/or functional enhancement on customer behalf

The ideal candidate will have:

Knowledge of relational databases and understanding of SQL
Familiarity with cloud services (AWS a strong plus)
Ability to develop documentation based on information from software developers to support Customer Success and customers
Ability to work independently as part of a team that is largely remote
Bachelor's Degree, certification in a related field or 2 years experience working in a technical support, help desk, or SAAS operation environment

Allego offers a competitive, comprehensive benefits package, available to full-time employees on day one:

Medical, dental, and vision coverage
Unlimited vacation
Paid parental leave
Health Reimbursement Account (HRA)
Flexible Spending Account (FSA)
401(k) with company matching
Short & long-term disability, AD&D, and life insurance
Allego stock options

Compensation: $55,000 - $65,000

Learn more about this Employer on their Career Site