BFC Open Position:

Technical Support Engineer

Job Title: Growth Marketing Manager – US Remote
‍Location: US Remote

‍Description: 
BFC is looking for a Technical Support Engineer to join our Support team. As a Technical Support Engineer, you will develop deep knowledge of BFC’s Warehouse Management Software applications and interact with BFC clients and their end-users to ensure technical issues and questions are resolved quickly and efficiently. You are ready to provide a best-in-class support experience, and you recognize that this role significantly impacts BFC clients, their trust in our service, and ultimately client satisfaction and retention.

What you'll do...‍
- Respond to customer questions in a timely, accurate, and empathetic manner (via email and phone). Use your technical skill and curiosity to identify efficient solutions for all stakeholders
- Triage, research, and understand the causes, impact, and priority of incoming issues
- Develop a deep expertise in how our customers operate and use our software to efficiently provide support and anticipate future questions
- Log and manage customer issues in a ticketing system, ensuring that all customer interactions and resolutions are documented
- Document for better collaboration: commit to helping us build and maintain easily-digestible resources for internal and customer audiences
- Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores
- Collaborate with software development, product management, and quality assurance teams to resolve customer issues and improve product functionality
- Collaborate with sales and account management teams to ensure customer success and identify opportunities for upselling or cross-selling
- Participate in weekend on-call rotation

What you bring...
- A Bachelor's in Computer Science (or related technical degree) or 3+ years of related experience within a technical support environment
- 2+ years of experience in diagnosing, researching, managing, and resolving intermediate technical support issues and escalations
- 3-5 years of experience in growing trusted relationships with customers via short and targeted interactions
- You have a history of high performance and are known among your peers as the go-to person for help; you can maintain high-quality technical support while consistently delivering on monthly KPIs and top-quality support experience
- You can clearly and thoughtfully explain new technical concepts to a wide variety of personas
- Goal oriented- motivated by reaching objectives and helping the company grow
- Strong attention to detail with the ability to be proactive, solve problems, think ahead, and multi-task daily
- You are motivated to be a self-starter and individual performer, effectively contributing to overall team productivity and collaboration
- You raise opportunities for process improvements and show a willingness to be part of the solution
- You are technical with a customer-first mindset and comfortable with HTML, APIs, log files, networking, system architecture, and solving ambiguous issues
- You have experience with a modern tech-stack including Zendesk, Jira, Slack, Zoom, PagerDuty, and NewRelic

Bonus Points:
- You have experience with web troubleshooting (i.e. capturing network traces, extracting a .HAR file), log files, SaaS applications and platforms, API interfaces, and FTP troubleshooting
- You have knowledge of warehouse systems, how they operate, and the challenges they face

Who is BFC Software? 
BFC Software is the only Warehouse Management System crafted specifically for food distributors. With over two decades of dedicated service, our systems enhance the operational efficiency, labor productivity, and regulatory compliance of food distribution warehouses. BFC Software isn’t just about providing tools; it's about delivering a comprehensive, tailor-made solution that turns complex warehouse operations into streamlined processes. As the trusted partner of choice for the food distribution industry, BFC Software commits to turning the challenges of warehouse management into opportunities for growth and efficiency, ensuring that our customers not only meet but exceed industry standards.

What we offer...
- Competitive Salary
- Remote Work401(k)
- Unlimited PTO
- Full Benefits: Medical, Dental, and Vision Insurance
‍

Please submit all inquiries and applications to: