Technical Support Engineer

Kindsight builds technology that helps fundraisers make a difference. For decades, Kindsight has supported the education, healthcare, and nonprofit sectors with fundraising tools and the largest charitable giving database on the market. And as the giving sector evolves, so does Kindsight. As the leader in fundraising intelligence, Kindsight leverages real-time data and AI to help thousands of organizations around the world identify, manage, and engage with donors—at any scale. With purpose-built CRMs that corral all of that donor information and campaign tracking into one place, donor prospect research tools that offer proactive insights and real-time donor intel, and generative AI that creates personalized, meaningful content drafts at scale, Kindsight’s product suite is truly changing the game for donor fundraising. 

POSITION DESCRIPTION SUMMARY

Kindsight seeks a Technical Support Engineer. A successful candidate will, first and foremost, deliver an exceptional client experience. She/he will naturally partner with their support colleagues as well as the Advancement Development team, to resolve client issues in a timely manner, while cultivating a learning environment for our clients.

The Support Engineer serves as a business and technical support resource for clients. This position must develop and maintain a deep technical understanding of the Advancement Implementation and support process and the specific use-cases of clients. This position assists in troubleshooting and evaluating elevated client inquiries while proposing solutions based on the client requirements. The Technical  Support Engineer is a strong communicator and critical thinker, who can quickly diagnose issues described by the client and implement suitable solutions. This position plays a pivotal role in ensuring world-class customer service, ultimately resulting in client engagement and retention, upsells, and high levels of client satisfaction.

The Support Engineer plays an integral role in maintaining healthy client relationships for the Advancement clients of Kindsight. Reporting to the Senior Director of Client Management and Client Support, this individual will work within the Support team and the Advancement development team to resolve client issues and create educational content to help other clients avoid similar situations, delivering a high-quality client experience. 

He or she must thrive in a fast-paced, innovative environment and have a proven track record of consistently delivering a quality client experience, resolving issues in a timely manner, and creating trusted relationships with clients. 

They will thrive in a culture of continuous change and innovative disruption while operating in a highly collaborative and collegial culture. They will work cross-functionally from the most strategic to the most detailed level. 

Individuals who thrive at Kindsight exhibit the following success skills - Collaboration, Critical Thinking, Emotional Intelligence, Executive Presence, Growth Mindset, Intellectual Curiosity, Accountability, and Results Focus.

KEY RELATIONSHIPS

Reports to:  Senior Director of Client Management and Client Support

Other key relationships:  Works closely with the Advancement Development, Product Management, and Client Management teams 

MANDATORY QUALIFICATIONS TO APPLY

• Possesses Salesforce Admin experience (2 years minimum)
• Customer Support (Tier 1 or 2) experience with a demonstrated track record to develop relationships
• 1- 2 years of CRM or relational database experience
• Strong written and oral communication skills
• Strong multi-tasking and organizational skills

PRIMARY RESPONSIBILITIES AND ACTIVITIES INCLUDE:

• Provides thoughtful and insightful customer service through organization, urgency, and product knowledge.
•  Answers business and technical inquiries, diagnoses reported problems, recommends possible solutions, and follows issues through to resolution or escalation.
• Identifies root-cause deficiencies and is able to present preventative measures.
• Specific client support responsibilities may include, but are not limited to, the following:
• Diagnoses reported issues with a best practice recommended solution and/or follows through with the proper escalation if unable to resolve
• Supports application break/fix incidents and patches existing issues.
• Quickly identify when issues are more complex and gather appropriate information to escalate to internal development resources
• Identify learning opportunities based on support topics to craft articles and videos for knowledge center
• Accurately capture case notes, document activities and manage cases in a clear, concise and actionable manner
• Experience in a facility with the following platforms: ScreenSteps, Zendesk, and Salesforce to ensure documentation can be constructed and published to our user community.
• Maintain knowledge of the Salesforce Release Cycle, current functionality and support the Product Management team to ensure staff get the proper training and knowledge share on Salesforce Administration.  
• Proactively anticipate client issues, concerns, and prepares solutions before they become urgent.

IDEAL ATTRIBUTES

• Experience working with Advancement / Fundraising software a plus
• Support experience with a Salesforce ISV Partner 
• Able to work non-standard business hours to align with international time zones (Australia)

POSITION LOCATION

• Remote or Corporate Headquarters ( ASU SkySong, Scottsdale, AZ )

TRAVEL REQUIRED

• No

Kindsight is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.