Associate Engineer, Customer Support

G'day! We are ServiceRocket, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Twenty years on and counting, we’ve got your back.

Why is ServiceRocket the place for you

• A 20+ year tech services expert of many solutions and partnerships with industry giants.
• Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.
• Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.
• We're recognized for our innovation, impact, and outstanding customer support, even earning the Atlassian Partner of the Year 2024–2025 for Co-Selling Excellence award.

Visit our website to learn more and become a part of our Rocketeer Nation.

You will be a key member of the team responsible for working on customer support inquiries, ensuring customer support issues are dealt with promptly and professionally while coordinating any internal activities needed to resolve them.

The role will also involve providing feedback to the product team about key issues faced by customers as well as promoting continuous knowledge sharing amongst the team by updating help documentation for common requests.

Overall, we are seeking a friendly, polished communicator who is interested in solving complex problems and delivering a high-level of customer satisfaction with every customer interaction (via help content and tickets).

The candidate selected for this role must be comfortable with flexible scheduling and will be expected to work on a shift basis that can include hours outside 9 AM-6 PM with occasional holiday and weekend coverage required.

What you’ll be doing

What you’ll bring to the table

Nice to have : familiarity with SSO configuration and API troubleshooting, familiarity with HTML, CSS and JavaScript, familiarity with SCORM concept.

Your leaders

Rob is our founder and CEO. He leads our company with kindness, empathy, and critical thinking. With him and the rest of our Services team, you will be delivering value through high-impact projects to world-class partners while growing your skills to the next level!

Perks

Our Selection Process

Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you.

You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the hiring team and the executive of the area.

Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!

Additional Information

ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Although the position is hybrid / remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance / sponsorship or relocation assistance.

RECRUITING FRAUD ALERT : Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email

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