Tier II Technical Customer Support Specialist at Paperless Parts

Boston, Massachusetts, United States

Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

NoVisa

Manufacturing, SaaS, SoftwareIndustries

Requirements

US Citizenship or Green Card Holder (due to US Export Control Laws)
Bachelor's Degree in Computer Science, Engineering, MIS, or related field
Strong skills in a computational environment or programming language (Python, SQL etc.)
Relevant work, education, or hands-on development experience
Strong analytical and critical problem-solving skills
Ability to translate business requirements to product solutions
Familiarity with “job shop” manufacturing (preferred)
Fast learner, ability to adapt to new processes and technologies, and evolving environments
Excellent written and verbal communication skills
Proven ability to thrive in a fluid, fast-paced and ever changing environment
GRIT – a scrappy, Can-Do, problem-solving mindset
Based in Boston office with on-site work and hybrid schedule

Responsibilities

Serve as Paperless Parts product expert and learn the product in great detail to assist customers with all aspects of the system
Develop in-depth knowledge of Paperless Parts pricing language (P3L) and third party integrations to troubleshoot and configure customer requests
Quickly and thoroughly respond to all customer requests, balancing email and phone communication where appropriate
Manage a high volume of support cases (often 10+ per day)
Identify product feedback trends and track enhancement requests for consideration in the product roadmap
Partner with Customer Success to identify opportunities to drive product adoption or expansion within specific customers
Go above-and-beyond to help customers whenever possible
Act as technical expert within Customer Support on P3L and integrations, helping with team escalations

Skills

Key technologies and capabilities for this role

Customer SupportTechnical SupportPythonP3LIntegrationsSaaSProblem SolvingPlatform Training

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

This position is based in the Boston office and requires on-site work with a hybrid schedule.

What skills and qualifications are required for this position?

A Bachelor's Degree in Computer Science, Engineering, MIS, or related field is required, along with strong skills in a computational environment or programming language like Python. Candidates should have product knowledge, in-depth expertise in P3L (Python-based pricing language) and third-party integrations, problem-solving abilities, customer empathy, and the capacity to manage multiple priorities independently.

What is the company culture like at Paperless Parts?

The culture emphasizes customer success as the top priority, with a fast-paced, close-knit team environment where team members are hard-working, driven, obsessed with helping customers, and enjoy problem-solving technical challenges collaboratively.

What citizenship is required for this role?

US Citizenship or Green Card Holder is required due to activities subject to US Export Control Laws.

Is the salary specified for this Tier II Technical Customer Support Specialist role?

This information is not specified in the job description.

Paperless Parts

Cloud-based quoting software for manufacturers

About Paperless Parts

Paperless Parts provides quoting software designed specifically for manufacturers, catering to a wide range of clients from small job shops to large production facilities. The main product is a cloud-based platform that simplifies and speeds up the quoting process, enhancing accuracy. Key features of the platform include advanced analytics, collaboration tools, and a part viewer, which collectively help manufacturers optimize their operations and increase their success rates in winning quotes. Unlike many competitors, Paperless Parts operates on a subscription-based model, allowing clients to access the software for a recurring fee. The company's goal is to make manufacturing more efficient and accessible, ultimately aiming to transform the industry.

Boston, MassachusettsHeadquarters

2017Year Founded

$36.1MTotal Funding

SERIES_BCompany Stage

Industrial & Manufacturing, Enterprise SoftwareIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

Paid Vacation

Wellness Program

Gym Membership

Commuter Benefits

Health Savings Account/Flexible Spending Account

401(k) Retirement Plan

Employee Recognition Program

Risks

Increased competition from AI-driven platforms may erode market share.

Economic downturns could impact subscription-based revenue model.

Expansion into aerospace may face regulatory and compliance challenges.

Differentiation

Paperless Parts offers a unique AI-powered quoting tool, Wingman, enhancing efficiency.

The platform integrates seamlessly with existing ERP and accounting software for manufacturers.

Focuses on custom part manufacturing, providing tailored solutions for niche industry needs.

Upsides

Growing demand for AI in manufacturing boosts Paperless Parts' market potential.

Cloud-based solutions trend supports Paperless Parts' platform adoption and growth.

Expansion into aerospace industry offers significant market opportunities in Southern California.

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