LeanIX
Customer Support Specialist
LeanIX, Boston, Massachusetts, us, 02298
LeanIX enables organizations to continuously transform. Our platform helps to efficiently organize, plan, and manage IT landscapes, supporting 1000+ customers with SaaS Management, Enterprise Architecture Management, and Value Stream Management.We are looking for a Customer Support Specialist, based in our Boston office, who will help evaluate and support customer requests. As part of the Customer Success organization, you will play a critical role in the company’s current and future success as your primary goal will be to analyze and enable our customers to efficiently and effectively use the LeanIX product suite while attempting to resolve their issues. You will be building strong relationships with our valued customers, understanding their needs, and educating them on the product functionality.The Customer Support Specialist role is an excellent pathway into the Customer Success Engineer position. This role will provide the opportunity to learn about LeanIX, its products, and the Customer Success organization, as well as other teams, departments, and roles within the company. Customer Support Specialists have gone on to thrive in the Support organization, as Success Engineers, in Product Development, and in Customer Success Management.WHAT IS WAITING FOR YOU?
You will join a dynamic, international team working in a connected remote setup with great passion and the common goal to improve the customer experience.Provide initial response, operational assistance, and development of software workarounds and/or resolutions.Deliver solutions to both technical and non-technical end users while also supporting a wide range of technologies.Coordinate customer support cases including interaction with other internal groups such as Engineering, Sales, and Customer Success.Work closely with the Customer Success Managers (CSM) and Customer Success Engineers (CSE) to maintain visibility and provide consistency to the Customer.Ensure all issues are systematically tracked, escalated, and communicated.Participate extensively in a collaborative team as a support agent, gaining deeper insights into problems and bringing in the customer’s voice to enhance the product.Continuously improve the knowledge base and educate team members on improvements.Communicate maturely and transparently with customers, demonstrating deep technical knowledge in an understandable way for non-technical contacts.Think creatively to come up with solutions to fulfill customer use cases by utilizing and extending our knowledge base.Showcase the potential of the support team to other teams and departments.Take complete ownership of parts of the support process.Serve as a mentor and provide guidance to colleagues and new hires.WHAT ARE WE LOOKING FOR?
1-3+ years of relevant work experience in problem analysis and case resolution.Excellent communication and interpersonal skills, capable of building rapport with diverse customer groups.Outstanding critical thinking skills and the ability to build fluid rapport with customers.Strong written communication in a second language (German, French, Spanish, or Portuguese) is a plus.Basic technical understanding of Enterprise Architecture methodology, EA-related platforms, and SaaS-related platforms (LeanIX, iServer, ServiceNow, Ardoq).Understanding of Customer Support KPIs/Metrics.Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors).SSO authentication integration (SAML, Azure, ADFS, Gsuite, Okta).Software/Configuration integration between applications (Service Now, Confluence, Apptio, Intercom, Signavio).Passion for solving technical problems.LeanIX is not just the product; it’s a great place to work. Colleagues from dozens of countries jointly make our vision a reality. We believe in transparent communication, personal development, a diverse workforce, and innovation by creating useful ideas that our world-class team deserves.At LeanIX, we have a Connected Remote Work Mode, allowing you to work remotely from your home office and from one of our offices (80% of your time). LeanIX teams and members decide together on the work mode that suits them best.LeanIX is committed to being an equal opportunity employer. Diversity is vital to driving the growth and success of our company. If you need an equitable interview process alternative, please let our team know at people@leanix.net. You will be treated with the utmost respect and confidentiality.All applicants will receive consideration for employment based on experience, qualifications, and competencies. LeanIX will not discriminate based on race, color, religion, belief, political affiliation, union membership, age, sex, pregnancy, sexual orientation, gender identity, national or ethnic origin, genetic information, creed, citizenship, disability, protected veteran or marital status, or any other status protected by applicable laws or regulations.
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You will join a dynamic, international team working in a connected remote setup with great passion and the common goal to improve the customer experience.Provide initial response, operational assistance, and development of software workarounds and/or resolutions.Deliver solutions to both technical and non-technical end users while also supporting a wide range of technologies.Coordinate customer support cases including interaction with other internal groups such as Engineering, Sales, and Customer Success.Work closely with the Customer Success Managers (CSM) and Customer Success Engineers (CSE) to maintain visibility and provide consistency to the Customer.Ensure all issues are systematically tracked, escalated, and communicated.Participate extensively in a collaborative team as a support agent, gaining deeper insights into problems and bringing in the customer’s voice to enhance the product.Continuously improve the knowledge base and educate team members on improvements.Communicate maturely and transparently with customers, demonstrating deep technical knowledge in an understandable way for non-technical contacts.Think creatively to come up with solutions to fulfill customer use cases by utilizing and extending our knowledge base.Showcase the potential of the support team to other teams and departments.Take complete ownership of parts of the support process.Serve as a mentor and provide guidance to colleagues and new hires.WHAT ARE WE LOOKING FOR?
1-3+ years of relevant work experience in problem analysis and case resolution.Excellent communication and interpersonal skills, capable of building rapport with diverse customer groups.Outstanding critical thinking skills and the ability to build fluid rapport with customers.Strong written communication in a second language (German, French, Spanish, or Portuguese) is a plus.Basic technical understanding of Enterprise Architecture methodology, EA-related platforms, and SaaS-related platforms (LeanIX, iServer, ServiceNow, Ardoq).Understanding of Customer Support KPIs/Metrics.Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors).SSO authentication integration (SAML, Azure, ADFS, Gsuite, Okta).Software/Configuration integration between applications (Service Now, Confluence, Apptio, Intercom, Signavio).Passion for solving technical problems.LeanIX is not just the product; it’s a great place to work. Colleagues from dozens of countries jointly make our vision a reality. We believe in transparent communication, personal development, a diverse workforce, and innovation by creating useful ideas that our world-class team deserves.At LeanIX, we have a Connected Remote Work Mode, allowing you to work remotely from your home office and from one of our offices (80% of your time). LeanIX teams and members decide together on the work mode that suits them best.LeanIX is committed to being an equal opportunity employer. Diversity is vital to driving the growth and success of our company. If you need an equitable interview process alternative, please let our team know at people@leanix.net. You will be treated with the utmost respect and confidentiality.All applicants will receive consideration for employment based on experience, qualifications, and competencies. LeanIX will not discriminate based on race, color, religion, belief, political affiliation, union membership, age, sex, pregnancy, sexual orientation, gender identity, national or ethnic origin, genetic information, creed, citizenship, disability, protected veteran or marital status, or any other status protected by applicable laws or regulations.
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