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Technical Support Engineer

Windfall· Customer Solutions
Apply on company site
Salt Lake City, UTFull-timePosted 4d ago

About the role

Technical Support Engineer role focused on owning the customer support queue, onboarding customers, configuring accounts, and resolving technical issues. Emphasis on AI-driven workflows, process improvement, and cross-functional collaboration with Product and Engineering.

Responsibilities

  • Own the support queue: triage, troubleshoot, and resolve inbound tickets in Pylon, and escalate crisply to Product or Engineering when needed
  • Support new customer and user onboarding, and get them to first value fast
  • Monitor data delivery queues and account and dataset health, and catch issues before customers do
  • Support wealth analytics reports and match analysis workflows
  • Find the root cause of recurring issues and fix it with an operational improvement (e.g., a playbook, a knowledge base article, product feedback, or AI automation)
  • Build and improve AI workflows that deflect and auto-resolve common questions
  • When a playbook doesn’t exist yet, build it, and document your work so every handoff is clean
  • Keep accurate records in Pylon, Salesforce, and our internal knowledge base
  • Turn customer feedback and bug patterns into clear input for the product roadmap

Qualifications

  • 2+ years of professional experience, with 1+ years in technical support, RevOps or sales ops, data or marketing analysis, or another CRM-adjacent role, ideally in B2B SaaS
  • Comfortable with CSVs, spreadsheets, and CRM data models (objects, records, fields)
  • Experience with Salesforce, HubSpot, or a similar CRM
  • Experience with a ticketing or support platform (Pylon, Zendesk, Intercom, or similar)
  • Strong written and verbal communication
  • Bachelor’s degree or equivalent experience

Skills

Required:Operational mindsetAI-curiousDetective instinctAdaptable communicationDocumentation

Benefits

  • Comprehensive benefits package
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Windfall

Activate the Most Accurate People Data Powered by AI

Windfall is a people intelligence and AI company that gives go-to-market teams actionable data to find, engage, and convert their next best customers.

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