Software Support/Onboarding Engineer (SaaS)

Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10)

This role will

Be hands-on with customers, owning the technical onboarding from the first onboarding call to full product implementation.
Serve as the primary point of contact for all new customers.
Troubleshoot and advise on technical and non-technical issues as they arise, working with Product and Engineering on potential solutions.
Go above and beyond to genuinely solve the merchant’s issue.
Act with empathy and understanding, providing a best-in-class customer experience.
Work cross-functionally with Sales, Engineering, and Product to create a seamless experience for the customer.
Create and maintain a strong feedback loop between different departments, communicating issues as they arise and consolidating these issues into themes to inform future product decisions.
Create and document a repeatable onboarding process, modifying it over time to optimize the experience for both the merchant and the team.
Document learnings and technical details in the form of technical documentation for future usage by the Support team.
You bring

A background in development, either in-house or through solo projects
3+ years of experience in a technical support role, with a strong emphasis on technical implementation and troubleshooting
The ability to identify user error versus a bug and send clear and informative feedback to the Product and Engineering team
Deep knowledge of web services and APIs
Experience writing and editing technical documentation
The ability to communicate clearly and empathetically in both written and verbal forms
Stong organizational skills
An understanding of the e-commerce space and strategic SaaS product onboarding
Interest in blockchain technology, Web3, and cryptocurrency
Comfort in the relative chaos of working at an early-stage startup
This is a full-time, fully remote role. 
Who We Are

We #rallytogether in all things. We are a small team; you won’t hear “that’s not my job.” We value accountability, creativity, and fostering an inclusive and transformative experience for ourselves and our community of merchants. We are looking for those who are guided by a growth mindset and have the ability to think beyond the typical playbook. We care about the success of our customers and our company. We are willing to do the work, have the hard conversations, and take ownership in the service of delivering value to the customer. We do not believe in the allowance of brilliant jerks and are always working towards creating high psychological safety. If you are excited about our mission of empowering e-commerce merchants and building out the headless ecosystem, we’d love to have you apply even if you feel unsure that you meet every requirement in this posting. 
Benefits & Perks

We are a small team; your work will have a big impact
Meaningful equity and competitive pay
Comprehensive, employer-paid health benefits
Stipends for work-from-home setup
Learning and development resources
Flexible work schedule, with an open vacation policy
A kind, thoughtful, and enthusiastic team
Rally is an equal opportunity employer that values diversity, inclusion, and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We will consider for employment all qualified applicants with arrest and conviction records in a manner consistent with applicable law. 

Rally asks respectfully to only apply through the application form and do not email/apply directly to Rally. Any applications sent directly to Rally will not be considered. Recruiters and Agencies please do not contact Rally directly.