Junior Support Engineer

Allego is a rapidly growing SaaS technology company in the metro Boston area with a modern approach to learning and enablement for today's distributed teams. Our technology enables the transformation of organizations through mobile, interactive learning and sales content management.  With nearly 500,000 users relying on Allego’s best in breed platform we have experienced triple digit growth year over year.  Not only notable for our growth, but The Boston Business Journal, The Boston Globe and Inc. Magazine have all named Allego a top place to work.

How you’ll make a difference:

As a Junior Support Engineer, you will be the technical support line to our Customer Success Team who work directly with the customers in initial information gathering and triaging. Support Engineer will provide second tier, technical support utilizing application expertise, exploration of system data, and technology stack.  You will also work closely with Product Mangers, Developers, Dev Ops and other experts to troubleshoot and identify solutions for customers utilizing built-in functionality whenever possible, identifying alternative approaches when necessary, building a reproducible case for identifying bugs, or clarifying product enhancement requests. 

You will be integral to Allego’s success through:

• Investigating support incidents escalated from the internal Customer Success Team. Support may include data gathering and documenting for clear understanding of the reported problem. 
• Reproducing or isolating possible culprits using log analysis, data review, testing in development environments, and working directly with the external customer 
• Identifying gaps in CS knowledge and push to close those gaps by escalation to responsible parties and creation of documentation where appropriate 
• Be the Intersection of product expertise and customer insights to understand what the product functionality is capable of and how the functionality is put into practice 
• Be able to advise PM, developers or CS when necessary
• Be a customer advocate by submitting and track bug remediation and/or functional enhancement on customer behalf

Requirements

The ideal candidate will have:

• Knowledge of relational databases and understanding of SQL 
• Familiarity with cloud services (AWS a strong plus)
• Ability to develop documentation based on information from software developers to support Customer Success and customers
• Ability to work independently as part of a team that is largely remote
• Bachelor's Degree, certification in a related field or 2 years experience working in a technical support, help desk, or SAAS operation environment

Benefits

Allego offers a comprehensive and competitive benefits program that enables employees to choose the

benefits that best fit their needs and the needs of their families. Full-time new hires are eligible for most

benefits on the first day of employment. The following is a summary of the benefits offered to Allego

employees.

• Health Insurance
• Unlimited PTO
• 401K match
• Wellness programs
• Flexible schedule