Technical Support Engineer

Pocus’ vision is to unlock data for go-to-market teams.

Pocus helps customers like Asana, Canva, and Miro unlock data to drive millions in pipeline, accelerate closed won, and save reps hours / week digging through data. Now, we’re on a mission to supercharge our customer’s revenue growth & efficiency gains by 10xing sales reps with the power of AI. Pocus is Series A stage backed by First Round, Coatue, and angel investors such as the COO of Datadog, CPO Adobe, CRO of OpenAI, and more.

Our CS org has one goal: We transform GTM teams into best in class operators, creating repeatable top decile revenue performance and GTM efficiency. As a founding member of the Customer Success team, you’ll be at the forefront of our mission, working directly with customers in a highly consultative way to guide them through every step of the customer journey towards GTM excellence. You’ll have the opportunity to have outsized impact on our customers’ business as a trusted partner and expert.

The Pocus team is full of humble overachievers that like to move quickly (we call it shiperate), own our work, give customers superpowers, and create magic for our team… all while having a ton of fun. Join us on this next phase of growth!

Why this role

• Solve real problems for customers with a product that they love: Go-to-market teams rely on Pocus to uncover new revenue opportunities and save hours / week digging through data. Customer’s have referred to Pocus as an “answer to all of their prayers”.

• Be an early member of the go-to-market team: As one of the first members of team, you’ll build the foundation of the role for years to come.

• Meaningfully shape our product: We’re extremely customer-centric at Pocus. You’ll be the eyes and ears for all customer needs and work with the co-founders and product to inform our roadmap.

• Learn more in 1 week at Pocus than 1 year at another company: We do more with less — we’re able to ship what other teams with 10x of the resources do in 1/10th of the time. We’ve had a lot of awesome accomplishments, but still have so much left to do.

• Join an incredible team at a magical time: We’re at the beginning stages of explosive growth. Join a passionate, scrappy, and no-ego team of builders that will inspire you every day.

What you’ll do

• Field and resolve product-related questions from customers

  • Be assigned a book of business, alongside a CSM and Customer Engineer, supporting customers as the primary technical support representative on your accounts

  • Monitor customer Slack channels and be the first point of contact for end users and internal stakeholders to unblock product related challenges blocking use of Pocus

  • Become a product expert across the full range of Pocus capabilities, able to offer advice and best practices beyond “broke - fix” issues

  • Solve customer’s problems asynchronously using Loom and Slack, and synchronously as needed via quick 1:1 huddles on a customer call

  • Triage and escalate with engineering as needed to solve customer issues quickly and efficiently

  • Meet SLAs for response time and resolution, maintaining world class CSAT

• Build a more scaled support model

  • Rollout & iteration of tools and systems to support customers, both internally and within the product

  • Build and maintain our external facing documentation

  • Build our 1st use of automation for Level 1 and 2 issues to elevate our TSE function to focus on the higher value, more complex customer issues

• Support on cross-functional projects

  • Support new feature rollout & enablement

  • Support product team, for example with product analytics, Pocus4Pocus, or product feedback synthesis, bubbling up themes from our customer support tickets

  • Play a role of overlay capacity for Customer Engineers when bandwidth is low

Who you are

As a small and early stage start-up, alignment on culture and values is our #1 priority. People that are successful at Pocus, regardless of role, strongly identify with the following:

1. You are a humble over-achiever. You’re constantly asking for and excited about feedback that helps you learn and grow.

2. You don’t take yourself too seriously. You like to work hard but not without plenty of smiles and laughs along the way 🙂

3. You are delusionally optimistic. Big challenges and projects excite and motivate you.

4. You have exceptional integrity and always do the right thing, even if and especially when no one else is watching.

5. You are a problem solver, not a problem identifier. Your first reaction when encountering something that isn’t working is to think “What can I do to make this better?”

6. You strive to perfectly balance individual initiative with humility and collaboration, understanding when it is better to ask for help and when it is better to solve a problem independently.

7. You move with a self-imposed sense of urgency. You strive to constantly find the perfect balance between speed and quality and you understand when to make that tradeoff.

8. You have a high bar for quality and you honor your commitments.

9. You are excited about building foundations and you love learning new things as part of that. You have a bias towards documentation and writing things down.

10. You are excited about working in a high-growth, fast paced environment where you can have meaningful ownership and impact on the business, and understand that sometimes that requires short sprints (key word short - we recognize that this is a marathon and we don’t want you to burn out!)

If the above resonates, here are the job related qualifications that we’re looking for:

• 2-4 years of relevant experience in Technical Support role at a B2B SaaS company preferred

• Comfortable working with APIs, Salesforce, SQL/SOQL

• Experience reading code, and testing specific class/methods locally

• Excellent written and verbal communication skills, with an ability to communicate effectively to varying levels of technical maturity

• A natural investigator who can demonstrate analysis, problem-solving, and troubleshooting skills

• You are empathetic and highly driven to make customers successful with a consultative attitude

• You thrive with autonomy and ambiguity and love taking on open-ended unstructured problems

• You’re able to think on your feet and solve problems creatively during calls with technical customers

• You’re excited to create and shape new processes and workflows

• You’re highly adaptable, easily acclimating to a rapidly changing business and industry

• You have a growth mindset and view setbacks as learning opportunities, not failures

• You’re naturally curious

Sound like a good fit? We received thousands of applications to our last posting and unfortunately, it's impossible for me to carefully review them all. If you're still reading this and want to ensure your application is read, send an email to [email protected] and [email protected] with "TSE App" in the subject line and tell me why you are excited to be part of the team. I look forward to meeting you!

At Pocus, we’re looking for people who are humble overachievers with an ownership mentality and a love for building. If this sounds like you, we encourage you to apply, even if your skills don’t perfectly match our job descriptions (especially if you’re making a career change or are insanely passionate about Product-Led Sales!). At Pocus, we welcome your diverse backgrounds and celebrate different perspectives that challenge the status quo. We will never discriminate on the basis of religion, color, gender identity, disability, marital status or any other characteristics protected by law.

Perks and benefits:

• Best in class medical, dental, and vision plans through our PEO

• A monthly wellness stipend to help support you in your health goals

• 401K through Guideline to help you invest in your future

• Access to mentorship programs through First Round Capital for personal growth and development

• 10 company holidays and discretionary vacation with a baseline requirement of 2 weeks / year. We work hard but don’t want you to burn out!

• Work from home stipend to help you succeed in a remote environment