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Support Engineer - NetSuite Specialist

Job Description

Posted about 1 month ago

TaxJar is the leading technology solution for busy eCommerce sellers to manage sales tax and is trusted by more than 20,000 businesses.

Our core values:

  • We do the right thing for our customers.
  • We're a team, built on trust.
  • We're proud to be remote.
  • We're in control of our own destiny.
  • You will join our Technical Support team within the Customer Services team and help us support and improve the TaxJar product our customers love. You will serve as the first point of contact for our customers and partners seeking technical assistance over the phone or email for the TaxJar application and services. You will perform remote troubleshooting and use targeted questions to provide customers the best solution based on the provided information and knowledge of TaxJar's application.

    *This is a full-time remote position available to folks located in the US.

    • Solve technical problems for customers on a daily basis. Our support engineers need to be fast learners and get up to speed quickly on our product and integrations.
    • Categorize and quickly respond to customer questions and requests via email (we use Help Scout).
    • Face debugging issues not only within our own Ruby and PHP codebase but also with the many technologies employed by our customers.
    • Onboard NetSuite customers and conduct technical demos
    • Participate in extensive debugging and possible custom script writing in a NetSuite environment
    • Troubleshoot SmartCalcs API questions, and help customers with WooCommerce plugin and Magento extension questions.
    • Track monitor all customer requests and trending product issues.
    • Distill complex issues into underlying causes and work directly with our product development teams to deploy solutions while consistently delivering world-class support.
    • Interact with the developers to help identify root causes to bugs and exceptions reported by customers or by our application.
      • Proven experience in a technical help desk or customer support role
      • Demonstrate an ability to troubleshoot errors in one or all SQL, Ruby and PHP
      • General knowledge of JavaScript/SuiteScript (1.0 2.0 preferred) and REST APIs
      • General knowledge of standard business processes within NetSuite such as order to cash
      • Experience supporting open source carts like WooCommerce and Magento
      • Highly-skilled in written and verbal communications
      • Experience working with a remote team
      • Extremely patient...sales tax can be painful and our goal is to ease that pain :-)
      • Ability to multitask on various client issues and prioritize issues.
      • Approaches success from the customer’s point of view
      • You enjoy teaching
      • Able to explain complex concepts in easy to understand language
      • Interested in understanding the ins-and-outs of sales tax
      • Attentive to details, both in communication and in explaining how TaxJar works
        • Only want to work remotely
        • Are a PRO at communicating and collaboration
        • Highly value working with people you like and respect
        • Are accountable
        • Are confident in your skills and a solid team player (We’re peers here, no egos please) but also comfortable working asynchronously
        • Are hungry to play an impactful role and not afraid to fail

Job Summary

Image Description
taxjar.com Website
La Jolla, CA, US Location

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