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Box // cloud content management
 
Engineering, Full Time    Warsaw, Poland    Posted: Monday, July 11, 2022
 
   
 
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JOB DETAILS
 

WHAT IS BOX? 

Box is the market leader for Cloud Content Management. Our mission is to power how the world works together. Box is partnering with enterprise organizations to accelerate their digital transformation by creating a single platform for secure content management, collaboration & workflow. We have an amazing opportunity to further establish ourselves as leaders in the space, & we need strong advocates to help us achieve that goal. 

By joining Box, you will have the unique opportunity to help capture a majority of this developing market & define what content management looks like for the digital enterprise. Today, Box powers over 100,000 businesses, including 70% of the Fortune 500 who trust Box to manage their content in the cloud. 

 

WHY BOX NEEDS YOU 

We're a customer-facing team who has developed a reputation for seeing through the forest of trees to isolate the root cause of an issue impacting a customer's experience in Box. We can speak the language of Engineers to effectively drive bug identification with the skilled ability to creatively translate technical jargon to non-technical stakeholders.

As part of our global support organization you will also assist in providing our customers with the right resources, quickly. TSE's provide technical leadership, know-how, & mentorship & are recognized as a key escalation resource within the support organization.

As our customer base grows & rapid changes are made to our existing & future product offerings, we need TSE's to support our continued effort to deliver customer delight.

 

WHAT YOU'LL DO 

In this role, you will become a technical expert of the Box product suite & grow knowledge quickly. You will work on impactful customer-facing activities like troubleshooting & supporting them to optimize their use of Box. You will learn how our largest customers use Box on a day-to-day basis & you will become the voice of the customer to our Product & Engineering Teams. You will collaborate directly with not only our users but also with other internal teams such as Customer Success Managers, Engineers, Consultants, & Product Managers to optimize our service. You will develop technically & professionally with these internal connections & lead initiatives that empower your teammates to deliver best in class support.

 

WHO YOU ARE 

  • You're a team player that collaborates well with other support tiers & colleagues of varying experience.

  • You're a proven mentor for other team members on areas that include obtaining & analyzing additional information from customers to support first-level resolution.

  • You are ready & willing to jump on issues & take ownership with widespread customer impact, confidently providing representation with multiple internal stakeholders.

  • You can create valuable relationships with the customers via clear, concise & professional communications.

  • You can distinguish between technical/non-technical users & are able to diversify your approach depending on the audience.

  • You can employ both empathy & ownership in customer interactions.

  • You are able to devise creative solutions/workarounds when the product may not align with customer expectations.

  • You possess a strong desire to learn & grow with the ability to apply those learnings on customer cases.

  • Your north star is a focus on always aiming to solve the problem at hand & preventing the next.

  • You have the aptitude to specialize in an assigned Product area & is an SME for at least one Product

  • You have a desire to partner & create relationships with Product & Engineering Teams to gain expert-level knowledge.

 

Fine print:

  • Degree in Computer Science or Engineering or an equivalent history of related experience required

  • 2-3 years experience in a Product Support role with a SaaS company

  • Experience working with public API's & 3rd party Platform integrations

  • Experience working with Splunk & other relevant technology tools

  • Significant level of comfort interacting with a high volume of customers over a variety of channels (phone, email, web-based screen-sharing)

  • Intermediate experience coding in an object-oriented language (Java, C++, .NET, Ruby, Python, etc.) a plus

  • Intermediate SQL knowledge a plus

  • Intermediate network knowledge & ability to analyse packet captures a plus

  • Strong written & verbal communication skills.

BENEFITS
 
 
 
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