• Provide technical support to customers through telephone and other forms of communication • Provide resolutions to Hardware, Software, Assay and Training related calls • Distinguish between hardware, reagent, and software issues • Mentor and provide peer assistance for routine troubleshooting

• Serve as the first point of contact for client IT support requests. • Monitor, triage, and respond to incoming service desk tickets in accordance with defined SLAs. • Resolve common Tier 1 technical issues including account access, Microsoft 365, email, endpoint, VPN, and connectivity concerns. • Escalate complex or unresolved issues to Tier 2 with clear, accurate, and well-documented ticket notes. • Communicate clearly and professionally with clients, providing timely updates and managing expectations. • Adhere to documented SOPs, security standards, and troubleshooting playbooks. • Maintain accurate ticket documentation and identify recurring issues for process improvement. • Support the delivery of high client satisfaction and service quality standards.

• Provide technical support to customers experiencing database and platform issues • Translate complex technical concepts into clear, actionable guidance • Collaborate with customers to understand their use cases and optimise their implementations • Deeply understand customer pain points and challenges to deliver solutions that truly address their needs • Be a trusted advisor to customers and help them succeed • Manage customer cases from beginning to end. • Troubleshoot and optimise PostgreSQL and TimescaleDB performance issues • Help implement database solutions, including Timescaledb features like hypertables, compression strategies, and continuous aggregates • Analyse complex query execution plans and resolve performance bottlenecks, including best practices, backup/restore, migrations, etc • Test new database features related to TimescaleDB or Agentic PostgreSQL to stay ahead of customers and proactively help them leverage new capabilities • Investigate issues across the full stack — from application layer to database internals • Integrate and troubleshoot platform features • Support internal teams, including Solutions and Customer Delivery, with your extensive debugging knowledge across all product features • Partner with Engineering teams to get to the bottom of complex issues and identify root causes • Enable faster resolution of customer issues through cross-team knowledge sharing • Use AI to accelerate your work • Contribute to platform improvements based on real-world customer needs • Stay current with PostgreSQL, TimescaleDB, and cloud technology advancements • Document to support team knowledge sharing

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.