Support Engineer

About Us SuperOrdinary is the leading global growth partner and marketplace expert, connecting brands, creators, and consumers everywhere. Job Description This is a remote position. This position is working as part of our FanFix team. FanFix is the leading membership platform for the new generation of creators. In under 18 months, FanFix has grown to 15M+ users. Our Support Engineers are responsible for providing troubleshooting and consulting services and will be the interface between our customer service and engineering departments. This position is mainly responsible for: receiving and resolving user queries, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experiences. 1. Respond to user queries in a timely and accurate manner following PUO Workflow SOPs via internal platform and IM chat. 2. Identify user needs, quickly troubleshoot the technical issues, review logs, provide solutions directly to users by using internal Troubleshooting SOPs or following internal process to escalate. 3. Follow up with internal teams and users to ensure that reported technical issues are resolved. 4. Report platform malfunctions. 5. Partner with engineering teams and associates on product optimizations. 6. Update the team dashboard with synced information and useful tips from team discussions. 7. Assist and support other user feedback projects. Qualifications 1. Technical support or User/Product Operations related experience in the internet industry. 2. Some java scrip or python is a plus 3. Bachelor's degree, with 2-3 years of work experience. 4. Quick learner with analytical skills. 5. Excellent communication and problem-solving skills. 6. The ability to multi-task and work under pressure. 7. Self-driven, with a strong sense of ownership. 9. Flexibility to work early morning and/or late evening and/or weekend shift as needed due to time zone differences. 10. Flexibility and willingness to support various projects as needed. Location: Remote - Home Office - SoCal preferred. Things to consider: * Title: Support Engineer * Reports to CTO of FanFix * 100% Remote position * Offers a very competitive comp package * Well established rapid growth business acquired and backed by SuperOrdinary (a $300M+ per year powerhouse) in June 2022 for $65 Million. * FanFix has a revenue run rate of $35 million per year * FanFix paid out over $11 million to creators so far, with projections to be at $50 million by 2024 * Global company with offices in North America (Los Angeles & San Diego) and Asia * FanFix is a top contender competing with TikTok, FanHouse, and OnlyFans (we are the clean version for GenZ Creators) Benefits • Paid holidays and sick leave • Employee discounts on product • Dental insurance • Employee discount • Health insurance • Paid time off • Vision insurance The pay range for this role is between $70,000 - $100,000. Actual pay within the range is dependent on multiple factors, including your residence location and prior work experience. Equity, benefits, and a discretionary bonus may be additional forms of compensation for this role and are not included in the provided pay range. “Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.”