Technical Support Engineer at Podium

Lehi, Utah, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, AIIndustries

Requirements

A customer-first mindset with strong empathy and ownership
1–3 years of experience in technical or product support roles
Ability to drive innovation, improve processes, and thrive in an unstructured or rapidly changing environment
Familiarity with modern web technologies (APIs, web services, JSON), and basic comfort with scripting or debugging tools
Strong analytical and data-driven problem-solving skills
Experience managing and triaging customer issues, feature requests, or product-related escalations
Proactive approach to identifying gaps

Responsibilities

Troubleshoot & resolve challenging issues, ensuring customers can easily see value with Podium
Serve as a point of escalation, vetting the legitimacy of product-related issues in Support
Develop a system for feedback loops in close collaboration with the Product team
Build an efficient and effective system of troubleshooting, documentation, escalation, and prioritization of product-related issues or requests
Create internal documentation of our products and processes
Train the broader Support teams on our products, new features, and best practices
Maintain open communication channels within the broader Support and Product teams
Recommend and potentially deploy fixes for vetted code-related issues, working with Product & Engineering
Serve as the Voice of the Customer, socializing organized qualitative and quantitative data to cross-functional partners to improve our products
Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience
Resolve escalated cases promptly while holding Product and Engineering accountable to established Service Level Agreements

Skills

Key technologies and capabilities for this role

Technical SupportProduct SupportIssue ResolutionCustomer ExperienceCross-Functional CollaborationDocumentationTrainingVoice of the Customer

Questions & Answers

Common questions about this position

What are the main responsibilities of the Technical Product Support Engineer?

The role involves troubleshooting and resolving challenging issues, serving as a point of escalation for product-related issues, developing feedback loops with the Product team, creating internal documentation, training support teams, and maintaining communication with cross-functional teams.

What is the reporting structure for this position?

Technical Product Support Engineers will report directly to the Technical Product Support Manager.

Is this role customer-facing, and what teams will I work with?

While not purely customer-facing, you will be involved in escalations, join customer meetings when appropriate, and work closely with cross-functional teams such as Product, Engineering, Customer Success, Onboarding, and Product Support.

What kind of company culture does Podium have?

Podium fosters a culture that thrives on hiring and developing exceptional talent, guided by operating principles that ensure they hire people who will thrive, and emphasizes helping local businesses solve problems while driving innovation.

What makes a strong candidate for this Technical Product Support Engineer role?

A strong candidate resonates with Podium's operating principles, is energized by their mission, thrives on helping local businesses solve problems, drives innovation, and is confident in ambiguity.

Podium

Streamlines local business communications and payments

About Podium

Podium delivers a multi-product platform specifically designed for local businesses, combining AI technologies to enhance communication, facilitate payments, and manage text marketing campaigns effectively. The company's robust features, including review generation, webchat, text messaging, and phone call management, not only optimize day-to-day operations but also drive local business growth. Working at Podium offers the opportunity to contribute to innovative solutions that make significant impacts in how local businesses engage with their customers and manage their services efficiently.

Lehi, UtahHeadquarters

2014Year Founded

$407.2MTotal Funding

SERIES_DCompany Stage

Enterprise Software, Fintech, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Open and transparent culture

Remote first work setting for Engineering & Product

Great opportunities for career growth

401(k) with a competitive matching contribution plan

Unlimited vacation (yes, we want you to have a work-life balance)

Great medical, dental, vision benefits

Lots of Swag

Risks

Twilio's acquisition of Zipwhip may increase competition in business texting services.

Strategic shifts by new CMO Pauline Reader might not align with customer expectations.

Podium's exposure to the water heater market could face demand fluctuations and regulatory changes.

Differentiation

Podium offers a unique messaging platform tailored for local business interactions.

The platform integrates seamlessly with various communication channels for unified customer experiences.

Podium's tools enable businesses to gather online reviews and enhance customer relationships.

Upsides

Podium's partnership with Bradford White enhances its reach in the contractor market.

The rise of SMS marketing with a 98% open rate benefits Podium's messaging platform.

Integration with AI-driven chatbots boosts customer interaction and satisfaction for Podium users.

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