Customer Support Engineer

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Job Description

Calling all cannabis coders 🤓: Confident Cannabis is growing our engineering team. Apply here!

About Us

At Confident Cannabis, we believe the legal cannabis industry deserves to thrive. That’s why we’re working hard to make cannabis testing and trade easy, simple, and efficient. We do this by empowering legal cannabis businesses with essential and reliable technology and services. Today, more than half of legal cannabis businesses in North America rely on Confident Cannabis to test and trade.

Why We’re Hiring for This Role

Our laboratory information management system (LIMS) is core to our company and the industry in general. Our LIMS is our primary product and the source of 90% of our revenue today. The labs that use our LIMS test over 60% of the legal cannabis in the US each month, making Confident Cannabis essential to the cannabis supply chain and consumer safety.

About the Role

• The Customer Support Engineer role is responsible for onboarding new lab customers, ensuring that our live lab customers are successful on the platform, and empowering their businesses to thrive. Working closely with our account management and software engineering teams, Customer Support Engineers are responsible for implementing the necessary configurations and customizations our labs need during onboarding and after they are live on the platform. Customer Support Engineers are proficient in standard front-end web development practices, frameworks and languages such as HTML, CSS, and Javascript. Successful Customer Support Engineers have excellent written communication skills, very strong attention-to-detail, meticulous and thoughtful code, a keen eye for good design, rapid and accurate understanding of new and complex topics, and the ability to rapidly switch between tasks while maintaining focus and delivering an excellent quality of work. All Confident Cannabis teammates are optimistic and kind problem solvers that enjoy doing great work every day. Reports to our Director of Lab Account Management.

Responsibilities

• Collaborate with several teams (engineering / sales / support) to reach our common goals of solving customer pain-points and enhancing our products.
• Maintain, design, and develop report templates, file parsers, and data entry forms for labs using our in-house Javascript / CSS based tools.
• Deploy the successful implementation of all required configurations and customizations for onboarding and live labs, including acting on incoming support requests requested by our Lab Account Managers, communicating with our Lab Account Managers to ensure proper and complete understanding of the labs' needs and requirements, testing your work product to verify the correct and accurate implementation of the required changes, and assisting our Lab Account Managers with delivering completed work to lab clients as needed.
• Work closely with our Lab Account Managers and Software Engineers to identify areas of improvement and suggest solutions, including the ideation, design, and development of new internal tools and processes.
• Track time spent on all tasks using Harvest, our time tracking system for billing purposes.
• Track progress of all tasks performed using Linear, our project management system.
• Expectation of travel for occasional client visits, at most 3-10 days per year

Qualifications

• Experience with modern web and Javascript tech stacks (HTML, SASS/CSS, Node, etc)
• Confidence using basic functions of Git, Github, Slack, Zendesk, Linear, Trello, Zoom, and G Suite tools
• Strong and clear written communication
• Excellent organization and prioritization skills
• Excellent attention to detail and low tolerance for errors
• Ability and desire to set appropriate and reasonable expectations with teammates
• Has "hospitality" mindset and enjoys serving and helping others
• Very creative and strong problem-solving skills, adaptability is critical
• Good listener and empathetic to client needs
• High energy, self-starter
• Personable and easy to get along with
• Optimistic, has a positive mindset, and always first assumes positive intent by others
• Desire to learn, grow and take on responsibilities beyond usual expectations
• Nice to have: proficiency in React, SQL, Python or other programming languages
• Nice to have: talent for good visual design and knowledge of modern design principles
• Nice to have: experience in customer service or support roles

Compensation & Benefits

• Expected total annual cash compensation of $85k - $105k
• Annual base salary of $70k - $90k
• 5% commission on billable service hours performed each month
• Participation in company-wide employee profit sharing program
• Stock options with employee-friendly terms
• Work from anywhere with flexible working hours
• Fully loaded benefits, including 100% company-paid health insurance premiums for employees and dependents, dental/vision insurance, disability/life insurance, 401(k), parental leave, etc
• 18 company holidays + up to 20 days paid-time-off + 8 sick days year

If you want to work with an awesome team of humans helping cannabis testing labs thrive, this job is for you.