Named an AJC’s Top Workplace in 2021, AnswerRocket is the leader in AI-powered analytics disrupting the traditional BI and analytics market. Our self-service analytics platform combines machine learning with natural language generation to enable business leaders to make better, faster decisions. As part of our Customer Success team, our Technical Services Engineers are on the front lines assisting AnswerRocket’s end users with ongoing software support and enhancements to drive customer satisfaction. Our Customer Success team lives within Engineering and often goes beyond traditional client supporting roles. Our Technical Services Engineers are trained as implementation consultants, and become subject matter experts on our solutions while having the autonomy to solve deep, complex technical issues on their own.

In this role, you’ll get to:

• Solve challenging technical issues from post-sales customers via phone, chat, and email, taking end to end ownership from initial troubleshooting to resolution
• Train end users in the use and maintenance of software, answer questions, and provide technical assistance as needed
• Build cross-functional business relationships within the customer organizations, as well as, across our internal teams which may include implementation, development, product and more
• Participate in research and analysis to determine the source of the issue and create a recommended plan for the future
• Undergo advanced training in everything from software implementation, to DevOps, development, and on-going support of our software
• Work with many customers across various industries on a variety of issues from simple to complex, with a strong focus on technical issues that require working within our backend systems and code base
• Note: While very limited, some after-hours support may be required at times. This role is open to candidates located in Atlanta, GA and/or remote nationwide

We are looking for people who:

• Have at least 5+ years of experience in a technical consulting, support and/or system administration role; experience working on enterprise software solutions is a huge plus
• Come with at least 2+ years of programming experience in Python and/or Java; bonus points if you are proficient with SQL (i.e writing queries, understanding joins, etc.) Note: this position can be modified to accommodate someone with senior level experience as needed
• Have a bachelor’s degree in Computer Science, Engineering, or other relevant technical discipline
• Come with strong experience at web troubleshooting, Single Page App Architecture, and Mongo
• Understand ETL processes, support workflows, and can learn new technologies quickly in a fast-paced environment
• Have excellent customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person) and always possess a “customer first” attitude
• Possess a curiosity to learn the customers’ business requirements and have strong problem solving skills with the ability to thrive within uncertainty
• Embody the Core Values of our team members as listed below

Benefits and perks:

• Competitive salary with top-notch health, dental and vision coverage
• 401K, Health Savings and Flexible Spending Accounts
• Generous PTO plus standard national holidays
• Paid parental leave for new parents
• Flexible and remote working arrangements
• Virtual team events to stay connected
• Limitless opportunities for career development
• Company-wide and individual goal setting each quarter where success is recognized and rewarded
• Self-funded, stable startup with an approachable leadership team
• Our People (or “Rocketeers” as we say) are the best part about working at AnswerRocket!

The Rocketeer core values:

• Innovation – We are tenacious in creating solutions to deliver value to our customers
• Curiosity – We believe questions lead to insights and learning is half the fun
• Courage – We lead at all levels and strive to do the right thing
• Teamwork – We respect each other and rally to achieve bigger wins

Who we are

Founded in 2013 by successful tech entrepreneurs, AnswerRocket’s mission has always been to make data analysis easy. As a founder-owned and founder-led startup in Atlanta, GA, AnswerRocket has been growing at a stellar pace in every measure: revenues, people, innovation and customers. We’re proud to regularly be recognized for product and company culture achievements. We’ve recently been named a Cool Vendor in analytics by Gartner, as well as, been awarded a Top Workplace two years in a row by the Atlanta-Journal Constitution.

Come as you are

At AnswerRocket, we’re building a better way to work, fueled by collaboration, transparency and inclusion of people from different backgrounds, experiences, abilities and perspectives. If you’re passionate about this role, but do not meet 100% of the qualifications listed above, we still encourage you to apply. We are an equal opportunity employer and a supportive place to work.

Our team consists of a group of very talented, smart and passionate people with broad interests and experiences—oh and everyone’s really nice. We’ve worked hard to foster an intensely collaborative, creative environment with an opportunity to contribute to something big. We don’t hire culture fits, but rather, those who can add to our culture. We want your individuality and differences to make AnswerRocket better and stronger. We seek dreamers, doers, and disruptors to help transform the way businesses make data-driven decisions every day.

Our people mean everything, so come do the best work of your life here at AnswerRocket.

To all recruitment agencies: AnswerRocket does not accept unsolicited resumes. Please do not submit resumes through our career pages or to AnswerRocket employees. AnswerRocket is not responsible for any fees related to unsolicited resumes.

COVID-19 Statement: Our primary concern is for the health and well-being of our employees as well as candidates. We have transitioned all interviews and onboarding to be conducted virtually via video conferencing. After the pandemic, some positions may continue as remote, while others may temporarily work remote now until it is safe to return to our office.

If you have any questions or concerns before applying, feel free to contact us at jobs(at)answerrocket.com.