This role is all about being the frontline hero for our customers—not a behind-the-scenes coder or IT troubleshooter. As a Technical Support Engineer, you’ll be the go-to expert helping users get the most out of our platform. You’ll solve problems, answer questions, and guide customers with empathy and clarity. You’re not here to build software or fix someone’s Wi-Fi—you’re here to make our customers feel supported, empowered, and successful.

What This Role Is:

• A customer-facing technical expert for a SaaS product
• A communicator who can explain technical concepts to non-technical users
• A collaborator with Product, Engineering, and Customer Success
• A collaborator who advocates for customer needs across teams
• A contributor to knowledge bases and scalable support resource

What This Role Isn’t:

• IT helpdesk or internal tech support
• A software engineering or coding role
• A QA tester or bug fixer

If you love helping people, enjoy digging into technical details (without writing code), and thrive in a fast-paced, customer-first environment—this is your kind of role.

At HR Acuity®, we empower our team to #BeBold—embracing innovation and new challenges. With the right tools, we help you #WorkSmarter, fostering collaboration so we can all be #BetterTogether. If you're excited about being part our growth story, we’d love to chat! 

About Us: HR Acuity® is the leading provider of employee relations case management and investigation software. We help organizations standardize how workplace issues are reported, documented, and investigated. Our data-driven approach  to managing workplace issues helps our clients and partners build trusted, inclusive cultures where employees feel safe. 

This is an #All-in Zone. We are a fast-growing, innovative company where being #All-in is the norm. From our female founder CEO to every team member, we embrace a fully engaged mindset. We bring our best every day, fueled by passion for our mission and culture—and we expect the same from everyone who joins us.  

At the same time, we are deeply committed to fostering an inclusive, diverse workplace where different perspectives are valued and respected. We believe in creating an environment where everyone can show up as their authentic selves and thrive. If this sounds like you, keep reading. 

Click here to learn more about our values and benefits 

Key Responsibilities: 

 What You’ll Gain:

• Business Impact 
  Your work directly influences customer satisfaction, retention, and product adoption—making you a key contributor to company growth. 

• Professional Growth 
  Access to ongoing training, mentorship, and career development opportunities in a fast-paced, tech-driven environment. 

Your Contribution 

What You Bring 

• Customer-Centric Mindset 
  You anticipate customer needs, manage expectations, and deliver exceptional service at every touchpoint. 

• Problem Solver & Innovator 
  You thrive on solving complex challenges and finding creative, scalable solutions that improve customer outcomes. 

• Strong Communicator 
  You tailor your communication to diverse audiences, ensuring clarity, professionalism, and empathy. 

• Calm Under Pressure 
  You manage escalations with confidence and urgency, maintaining composure and focus in high-stakes situations. 

• Team Player 
  You collaborate effectively across teams, contributing to a positive, inclusive, and high-performing support culture. 

Experience: 

• 2+ years in a technical support or help desk role, in SaaS or software environment. 

• Proficiency with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow). 

• Experience troubleshooting web-based applications, APIs, & integrations. 

• Familiarity with basic networking concepts, browser dev tools, or log analysis. 

• Basic understanding of SaaS architecture (e.g., AWS, Azure). 

• Exposure to SQL, scripting, or basic coding is not required but a plus. 

• Experience contributing to or maintaining internal/external knowledge bases or documentation. 

Interpersonal Skills: 

• Strong problem-solving and critical thinking abilities. 

• Patience and empathy through active listening ensure customers feel heard and understood. 

• Excellent presentation and demonstration skills. 

• Ability to build rapport and trust with customers at all levels. 

• Customer service orientation with a focus on long-term satisfaction and loyalty. 

• Self-motivated, flexible, and open to feedback and development. 

Compensation:

The base salary pay range for this position is expected to be between $60,000 and $75,000/year; however, base pay offered may vary depending on multiple individualized, non-discriminatory factors, including market location, job-related knowledge, skills, and experience. The total on-target earnings (OTE) for this role will be $60,000 - $75,000. Additionally, full-time employees are eligible to participate in our comprehensive benefits program, including health and wellness benefits, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time.

Benefits:

• Stay healthy and happy with our comprehensive medical, dental and vision plans.
  • You can also choose from FSA or HSA options to suit your needs.
• Save for your future with our 401K plan that matches your contributions.
• Enjoy paid leave for various life events, such as sickness, disability, or parenthood.
• Own a piece of the company with our #Allin Shares Program.

Perks:

• Take a break from work with our unlimited PTO policy to refresh and recharge.
• Company paid holidays, birthday day off, closed 4th of July week and December holiday week, half day summer Fridays and half day first Fridays, and 8 hours of volunteer time.*
• Own a piece of the company with our #Allin Shares Program.
• Earn extra cash by referring qualified candidates to join our team.
• Access professional and personal support through our employee assistance program.
• Work from anywhere with our remote work environment that fosters collaboration and creativity.*
• Join a fun and energetic team that values your suggestions and new ideas.
• Receive a competitive salary and meaningful opportunities for growth.

Learning and Development

• Onboarding: Learn the basics of your role, the company culture, and the expectations from your manager and team. Get familiar with the tools, systems, and processes that you will use in your daily work. Receive feedback and guidance from your mentor and peers.
• Manager training: Develop the skills and competencies to lead, motivate, and empower your team. Learn how to communicate effectively, delegate tasks, set goals, provide feedback, and resolve conflicts. Enhance your emotional intelligence, coaching, and mentoring abilities.
• Leadership training: Grow your leadership potential and influence within the organization. Learn how to inspire and align others with the company vision, mission, and values. Strengthen your strategic thinking, decision making, and problem-solving skills. Expand your network and collaboration with other leaders across functions and levels.
• Industry training: Stay updated on the latest trends, best practices, and innovations in the Employee Relations industry. Gain insights from experts and thought leaders in the field. Apply your learning to improve your performance, quality, and efficiency.

*Note: For customer-facing roles, including support, Summer Fridays, First Fridays, the 4th of July & December holiday week may be adjusted based on business needs. While these roles may not follow the same schedule, alternative time away will be provided to ensure alignment with the spirit of these benefits and coverage for our customers.