BetterCloud is the market leader for SaaS Operations, enabling IT professionals to transform their employee experience, maximize operational efficiency, & centralize data protection. With no-code automation enabling zero-touch workflows, thousands of forward-thinking organizations like Twitch, Oscar Health, & Cloud Factory now rely on BetterCloud to automate processes & policies across their cloud application portfolio.

With 10+ years of experience pioneering the SaaS Operations movement, BetterCloud now serves the worlds largest community of SaaSOps experts. As host of Altitude, the industrys leading SaaSOps event, & publisher of The State of SaaSOps Report, the categorys definitive market research, BetterCloud is recognized by customers (G2) & leading analyst firms (Gartner & Forrester) as the market leader in SaaS Operations. 

This role is based out of our new & exciting Mexico City Office. Mexico City is our first office outside of the US, & youll be one of the first employees there, helping us build the office from scratch & shape an amazing culture.  Were headquartered in New York City, with a large presence in Atlanta, GA, as well as innovation hubs & remote talent across the U.S. BetterCloud is backed, among others, by some of the best technology investors Vista Equity Partners, Warburg Pincus, Bain Capital, & Accel.

As a Technical Support Specialist, you will field a wide range of questions & concerns from our customers to help them to get the most out of BetterCloud. From basic Q&A to advanced troubleshooting, our team handles it all. There are opportunities to learn something new everyday.

About You

• Strong technical background with demonstrable understanding of IT & SaaS technologies
• Familiarity or working knowledge of case management, bug ticket management, customer feedback management & other general help desk technical processes
• Creative thinker & strategic problem solver
• Proven ability to quickly & calmly resolve technical issues for both happy & unhappy customers
• Able to communicate technical concepts clearly & effectively, both written & verbally
• Able to work independently & as a part of a team effectively
• Flexible, detail-oriented & organized with the ability to multitask
• Excited to play an integral role during our companys most rapid growth period
• Smart, hungry, & looking for real world experience starting your first day
• Demonstrated ability to learn new skills quickly
  
  

Qualifications | Desired

• 1-2 years in a B2B customer-facing technical support or help desk role
• Google Workspace, Okta, Office 365 or other SaaS/Cloud-based applications administrative knowledge and/or certifications
• Experience with ticketing systems (Zendesk/Service Cloud/etc), JIRA, BigQuery, Google App Engine
• IT/Systems Administration experience
• Remote team experience

What Youll Do 

• Become an expert in the BetterCloud platform & its foundational integrations (Google, Okta, Office 365, & more)
• Answer questions & solve problems for customers within our SLAs, primarily via chat (75%) & email/web ticket (25%) with occasional video calls
• Maintain a personal queue of customer cases in our ticketing system (Salesforce Service Cloud)
• Contribute to our online community & knowledge base to ensure customer-facing information stays up-to-date & relevant
• Collaborate with our Tier 2 & Escalation Management team to address advanced cases
• Get to know & advise a smart & engaged customer base
• Participate in holiday coverage shift rotation for high priority issues

Goals

By the end of week 1, you will:

• Meet with your onboarding buddy
• Set up meet-and-greets with stakeholders & your peers in other squads
• Learn how the engineering organization is structured
• Become familiar with how we plan, build & deploy work at BetterCloud
• Ensure you have access to all our software development tools

By the end of 30 days, you will:

• Acquire enough knowledge of the BetterCloud product, tooling, & team operations to be assigned regular shifts in the live customer support chat & case rotation.
• Complete all Support Demo trainings (Data Protection, Alerts, DIrectory,Workflows,Integration Center, Audit Logs, & Privileges)
• Obtain Google Coursera Certification
  
  What We Offer
  
  
• Hybrid work model with up to 2 days per week working from home
• Generous PTO policy plus paid mental health days
• Seguro de Gastos Mdicos Mayores, Seguro de Asistencia Mdica, Vision Insurance, Dental Insurance, Life Insurance & dedicated mental health resources
• Financial wellness support & one-time WFH stipend
• Plus more Think events, killer swag, & a strong BetterCloud Community!

BetterCloud is an Equal Opportunity Employer, including disabled & vets.

*Remote - This role is not eligible for remote employees. Employees must be based in the Mexico City area. 

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