Technical Support Engineer 1, Resi at Pushpay

Allen, Texas, United States

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$43,200 – $48,000Compensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Media, Broadcasting, TechnologyIndustries

Requirements

1 year support experience with an online service product
1 year experience with professional audio and video equipment, and AV production system design
Working knowledge of IT, networking, computer hardware and software concepts
Ability to work in dynamic and constantly evolving environments
Excellent interpersonal skills with the ability to effectively de-escalate situations

Responsibilities

Deliver prompt and effective support to customers through established support channels (ticketing system, live chat, phone, email), addressing their needs and resolving technical issues both reactively and proactively, while maintaining clear and accurate communication
Follow existing processes for new customer onboarding, daily support procedures, and long-term customer success
Complete general product training as defined by published documentation
Provide frontline support and incident triage
Provide timely responses and resolutions to customers via email and phone, frequently communicating with customers about their Resi needs and technical tickets or troubleshooting
Collaborate with cross-functional teams in product development, hardware, billing, sales, and other departments to resolve known and prevent future issues (proactive)
Write detailed bug reports for customer reported bugs
Dedicate to continuous learning within the streaming and AV space to maintain a high level of support quality
Proactively identify patterns in support issues and escalate trends to Support Leadership for further investigation and resolution

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingHardware SupportSoftware SupportNetworkingCustomer ServiceSystem Maintenance

Questions & Answers

Common questions about this position

What is the compensation range for the Technical Support Engineer I role?

The compensation range is $43,200 - $48,000, depending on location, with individual pay determined by work location, job-related skills, experience, and relevant education or training.

What is the work arrangement and location for this position?

This is a hybrid role requiring 3 days in the office per week and 2 days remote, available only in Allen, TX or Colorado Springs, CO.

What benefits does Pushpay offer?

Benefits include 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employees; 70% employer-paid premiums for Medical PPO Plan for employees and Medical, Dental, and Vision for dependents; 401K match; 12 paid company holidays; 2 paid volunteer days; 15 days PTO starting, increasing with tenure; and paid parental and adoption leave.

What key responsibilities and skills are needed for this role?

Key responsibilities include delivering prompt support via ticketing, chat, phone, and email; troubleshooting hardware, software, and network issues; following processes for onboarding and customer success; and completing product training. Strong communication, independent judgment, and technical troubleshooting skills are essential.

What recognition has the company received for its workplace culture?

Pushpay has been ranked number 10 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2024 and named one of BuiltIn ‘Best Places to Work’ in Seattle, Denver, and Dallas for 2025.

Pushpay

SaaS platform for community engagement and donations

About Pushpay

Pushpay provides software as a service (SaaS) solutions that help organizations in the faith, education, and nonprofit sectors connect with their communities. Their products utilize mobile technology to enhance community engagement and facilitate donations. Pushpay offers tools that allow churches, schools, and charities to strengthen their community bonds and manage contributions effectively. Unlike many competitors, Pushpay operates on a subscription-based model, generating revenue through recurring fees from its clients. The company's goal is to continue growing and innovating in order to improve community engagement and increase generosity.

Redmond, WashingtonHeadquarters

2011Year Founded

$13.2MTotal Funding

IPOCompany Stage

Consumer Software, Enterprise Software, Social ImpactIndustries

501-1,000Employees

Benefits

Career Development - We offer credits towards Audible audiobooks and Kindle books to help you grow your career. If it’s related to your job, we’ll buy you the book.

401(k) Matching - We hope you work here for a long time, and we’ll help you prepare for retirement with a matching program and vesting schedule that rivals most employers.

100% Medical Coverage - Healthy employees are critical to our success. That’s why we pay 100% of your medical premium and 50% of your dependent’s premium.

Corporate Giving - Generosity is more than a talking point here. We support employees in volunteering locally and participating in giving campaigns throughout the year.

Carpool Incentives - Traffic is the worst. Find a co-worker and beat the gridlock together with carpool incentives for using innovative apps like Scoop and Waze Carpool.

Unlimited Healthy Snacks - Our Nespresso machines power us through the gloomy winters (and all year long, to be honest). When that’s not enough, grab fresh fruit, veggies, or one of the dozen rotating snacks!

Risks

Emerging church technology platforms may erode Pushpay's market share.

Rapid adoption of AI by churches may outpace Pushpay's current offerings.

Economic uncertainties could reduce spending on technology solutions by churches.

Differentiation

Pushpay offers ChurchStaq, ParishStaq, and Resi Media suites for comprehensive church management.

The company integrates video streaming and live broadcasting in its church management platforms.

Pushpay's App Studio provides customizable mobile apps for enhanced digital church engagement.

Upsides

Increased adoption of AI-driven analytics enhances personalized community engagement strategies for churches.

The rise of hybrid church services creates opportunities for integrated SaaS solutions.

Growing interest in mobile-first solutions drives demand for Pushpay's customizable apps.

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