Funnel Leasing Inc., is hiring for an Technical Support Engineer. As a Technical Support Engineer you are responsible for providing exceptional customer support for the company's software products. This role will troubleshoot and resolve complex technical issues, collaborate with engineering teams to address product defects, and contribute to the development of knowledge base resources. A successful candidate will have experience  in troubleshooting and configuring software, excellent problem-solving skills, and a strong customer-focused mindset. The salary range for this role is $70,000 - $90,000 per year. This role reports to the Associate Manager Technical Support Engineer. Why Funnel? We are a 'work from anywhere' in the U.S. SaaS company that centers our services on the renter experience. We develop amazing software that has revolutionized the #proptech industry. And did we mention we have an amazing team that is on #FunnelFire!? Oh, did we forget to tell you we have unlimited PTO, benefits that begin on your first day of employment, P.I.N.K. core values that ROCK, and our team puts the FUN in Funnel! Employees may be eligible for various benefits. Generally, we provide employee access to: - Health insurance - Dental and Vision insurance - Company paid Life/AD&D - Long-term Disability insurance - Short-term Disability insurance - Term Life insurance - Flexible Spending Account (FSA) - Health Savings Account (HSA) - Retirement Plan - 2% company match - EAP In addition to these benefits, we also offer - Remote/Hybrid Opportunities - Uncapped Discretionary Time off - Sick Leave - 13 paid holidays - One time remote work stipend - Employee recognition program - Employee-led Groups (ELG’s) Who is Funnel Leasing? Have you ever rented an apartment and wished the process could be better? At Funnel we do too. We know we need to make the process of renting an apartment as easy as purchasing socks on Amazon. We’ve created cloud-based marketing and leasing software that delivers the ultimate rental experience for everyone involved in the process. We’re in the process of transforming the real estate industry through cutting-edge technology built, sold, and supported by the most passionate people you’ll meet. The Technical Support Engineer essential roles and responsibilities include, but are not limited to the following: Roles and responsibilities - Customer Support - Receive and process incoming support tickets from various channels. - Analyze and prioritize tickets based on urgency and impact on users or the organization. - Provide timely and effective resolution of complex customer issues related to the company's software products - Communicate with customers through various channels, such as such as tickets updates, email, chat, and phone, ensuring a positive customer experience - Collaborate with engineering teams to address product defects and implement solutions - Develop and maintain strong relationships with customers, acting as a trusted technical advisor - Knowledge Base Development - Contribute to the development and maintenance of knowledge base resources, empowering customers with self-service support solutions - Collaborate with the Technical Support team to identify recurring issues and develop documentation to address them - Provide feedback to product and engineering teams to drive product improvements based on customer feedback - Cross-Functional Collaboration - Work closely with engineering, product, and sales teams to ensure a seamless customer experience - Participate in product training sessions and stay up-to-date with the latest product features and enhancements - Share insights and best practices with the Technical Support team, promoting a culture of continuous improvement - Foster a customer-focused mindset within the Technical Support team, promoting a high level of service and satisfaction - Encourage professional development and continuous learning opportunities for team members - Maintain open communication channels and promote a feedback-driven environment - Perform other duties as assigned and modified at the manager's discretion Education, Work Experience, and Certifications - Degree or coursework in Computer Science, Engineering, or related fields is beneficial but not a must-have - 3-4 years of experience in technical support, software engineering, or any customer-facing tech role - Familiarity with or willingness to learn about software development processes, cloud-based infrastructure, and troubleshooting methodologies - Some experience with programming languages such as Python, JavaScript, or Ruby is preferred - Strong problem-solving abilities, excellent communication skills, and readiness to learn new things - Desire to stay current with industry trends and emerging technologies   Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Funnel, we are committed to building a proptech company that is as diverse as the multifamily industry we serve, and that means to not only live our inclusivity, but also to support and encourage it among all of society. If you are excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles. Equal Employment Opportunity Funnel provides equal employment opportunities to all qualified individuals without regard to race, creed, color, citizenship, religion, national origin, age, sex, familial or marital status, pregnancy, military or veteran status, sexual orientation, gender identity or expression, genetic information, disability, or any other legally-protected status in accordance with applicable local, state, and federal laws, regulations, and ordinances. Americans with Disabilities Act Employees must be able to perform all essential job functions, with or without reasonable accommodation. Job Responsibilities The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position.  Funnel may change the specific job duties with or without prior notice based on the needs of the organization.

• Providing technical support to clients, AiSPs, and ASI Consultants via ticketing system and staff via Teams. • Documenting and reporting defects. • Contributing technical articles/help tips to on-line resources, installation instructions and system specific documentation. • Contributing to the internal and/or external product integration training and documentation. • Functioning as an expert for a particular product to the support staff and company. • Performing other duties and job responsibilities as may be assigned from time to time.

• Maintain production systems across backend services, frontend surfaces, data pipelines, and AI workflows • Troubleshoot production issues and develop fixes • Establish a documented "System State" dashboard • Create operational documentation for reasoning nodes and retrieval logic • Identify and automate recurring system friction points

• Spend most of your time helping customers — solving issues, answering questions, and keeping them smiling. • Partner with your Support + Success Lead and other teams to tackle tricky problems and find solutions. • Assist with creating and troubleshooting automations through Make and Zapier as well as native Copilot automation workflows. • Translate technical issues into plain language for our customers—no jargon allowed. • Gather info, report bugs, and work with Engineering to improve the product. • Resolve support issues within our SLA agreements, including internal and client accounts, billing and subscriptions, and minor technical issues. • Build a deep understanding of our technical architecture and grow your ability to diagnose and resolve more complex problems.