Paperless Parts
Tier II Technical Customer Support Specialist
Paperless Parts, Boston, Massachusetts, us, 02298
Tier II Technical Customer Support Specialist
Paperless Parts is a SaaS startup helping manufacturers quote faster and win more work. From rockets to medical devices, we power the parts that move the world forward.
Paperless Parts is committed to cultivating an equitable, inclusive, and supportive environment for all employees. We believe this environment creates a safe space for employees to share their experiences, brainstorm ideas, and grow their careers. Paperless Parts is an Equal Opportunity & Affiantative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.
About the role Customer Success is our #1 priority at Paperless Parts. Our Customer Support team plays a critical role in ensuring our customers maximize the value they receive from our platform. The Tier 2 Customer Support Specialist will work directly with our customers, answering product and industry questions, providing platform training, and resolving technical challenges, to ensure our customers are best positioned to leverage Paperless Parts to streamline their estimating process. In addition to general product knowledge, the Tier 2 Customer Support Specialist will specifically focus on developing in‑depth knowledge of our P3L (Python‑based pricing language) and third‑party integrations. This role will serve as the technical expert within Customer Support on these product areas, helping other members of the team with escalations.
Who you are You are hard‑working, driven, and excited to work at a growing software company seeking to transform an industry. You enjoy problem solving, especially related to technical challenges. You enjoy working directly with customers, and have a strong sense of customer empathy. You enjoy being busy and prefer a role where you are required to balance multiple priorities at once. You generally are able to solve problems independently; you prefer to google a problem rather than ask someone for help. You enjoy working as part of a fast‑paced, close‑knit team. You are obsessed with helping customers. You do not give up when faced with a challenge; you find a way to help. This position is based in our Boston office and requires on‑site work, with a hybrid schedule.
Responsibilities
Serve as Paperless Parts product expert. Learn our product in great detail, such that you are able to assist customers with all aspects of the system.
Develop in‑depth knowledge of Paperless Parts pricing language and third‑party integrations. Able to troubleshoot and configure customer requests.
Quickly and thoroughly respond to all customer requests, balancing email and phone communication where appropriate.
Manage a high volume of support cases (often 10+ per day).
Identify product feedback trends, track enhancement requests for consideration in our product roadmap.
Partner with Customer Success to identify opportunities to drive product adoption or expansion within specific customers.
Go above‑and‑beyond to help our customers whenever possible.
Knowledge, Skills, and Abilities
Bachelor's Degree in Computer Science, Engineering, MIS, or related field
Strong skills in a computational environment or programming language (Python, SQL, etc.)
Strong analytical and critical problem‑solving skills
Ability to translate business requirements to product solutions
Familiarity with “job shop” manufacturing, preferred
Fast learner, ability to adapt to new processes and technologies, and evolving environments
Excellent written and verbal communication skills
Proven ability to thrive in a fluid, fast‑paced and ever changing environment.
Last, but not least: GRIT – a scrappy, Can‑Do, problem‑solving mindset that will enable you to help the Team succeed
Salary range: $66,000 – $89,000.
Paperless Parts Life At Paperless Parts, we value intentionality, persistence and relationships. We live and breathe these values every day. As a fast‑growing company, we’re continually improving what we’ve built while still building from the ground up.
Culture At Paperless Parts, we value intentionality, persistence and relationships. We live and breathe these values every day. As a fast‑growing company, we’re continually improving what we’ve built while still building from the ground up.
Boston Office Our office is full of energy; people regularly collaborate to solve complex problems. We recognize that people work well in different environments and have intentionally designed our office to provide collaborative spaces and quiet focus areas. Our height‑adjustable desks are set up with additional monitors, and employees are provided with the latest Apple technology to support productivity. Our headquarters is located in downtown Boston, MA and easily accessible to most transit routes (Red/Blue/Orange/Green Line/South Station/North Station).
Encinitas Office Our California office is our newest office which seats our West Coast sales team. The office has an open floor plan with several conference rooms to encourage collaboration with your colleagues in California and TV's to connect with those sitting in Boston or remotely. The office is walking distance from Downtown Encinitas, the Coaster train stop, and tons of activities on the 101.
Benefits
100% coverage of health, dental, and vision for you and your dependent
Competitive compensation philosophy
Unlimited PTO
13+ paid holidays
Company‑sponsored wellness stipend
Pre‑tax Commuter and FSA/Dependent Care FSA
401(k) plan
Employee recognition program
#J-18808-Ljbffr
Paperless Parts is committed to cultivating an equitable, inclusive, and supportive environment for all employees. We believe this environment creates a safe space for employees to share their experiences, brainstorm ideas, and grow their careers. Paperless Parts is an Equal Opportunity & Affiantative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.
About the role Customer Success is our #1 priority at Paperless Parts. Our Customer Support team plays a critical role in ensuring our customers maximize the value they receive from our platform. The Tier 2 Customer Support Specialist will work directly with our customers, answering product and industry questions, providing platform training, and resolving technical challenges, to ensure our customers are best positioned to leverage Paperless Parts to streamline their estimating process. In addition to general product knowledge, the Tier 2 Customer Support Specialist will specifically focus on developing in‑depth knowledge of our P3L (Python‑based pricing language) and third‑party integrations. This role will serve as the technical expert within Customer Support on these product areas, helping other members of the team with escalations.
Who you are You are hard‑working, driven, and excited to work at a growing software company seeking to transform an industry. You enjoy problem solving, especially related to technical challenges. You enjoy working directly with customers, and have a strong sense of customer empathy. You enjoy being busy and prefer a role where you are required to balance multiple priorities at once. You generally are able to solve problems independently; you prefer to google a problem rather than ask someone for help. You enjoy working as part of a fast‑paced, close‑knit team. You are obsessed with helping customers. You do not give up when faced with a challenge; you find a way to help. This position is based in our Boston office and requires on‑site work, with a hybrid schedule.
Responsibilities
Serve as Paperless Parts product expert. Learn our product in great detail, such that you are able to assist customers with all aspects of the system.
Develop in‑depth knowledge of Paperless Parts pricing language and third‑party integrations. Able to troubleshoot and configure customer requests.
Quickly and thoroughly respond to all customer requests, balancing email and phone communication where appropriate.
Manage a high volume of support cases (often 10+ per day).
Identify product feedback trends, track enhancement requests for consideration in our product roadmap.
Partner with Customer Success to identify opportunities to drive product adoption or expansion within specific customers.
Go above‑and‑beyond to help our customers whenever possible.
Knowledge, Skills, and Abilities
Bachelor's Degree in Computer Science, Engineering, MIS, or related field
Strong skills in a computational environment or programming language (Python, SQL, etc.)
Strong analytical and critical problem‑solving skills
Ability to translate business requirements to product solutions
Familiarity with “job shop” manufacturing, preferred
Fast learner, ability to adapt to new processes and technologies, and evolving environments
Excellent written and verbal communication skills
Proven ability to thrive in a fluid, fast‑paced and ever changing environment.
Last, but not least: GRIT – a scrappy, Can‑Do, problem‑solving mindset that will enable you to help the Team succeed
Salary range: $66,000 – $89,000.
Paperless Parts Life At Paperless Parts, we value intentionality, persistence and relationships. We live and breathe these values every day. As a fast‑growing company, we’re continually improving what we’ve built while still building from the ground up.
Culture At Paperless Parts, we value intentionality, persistence and relationships. We live and breathe these values every day. As a fast‑growing company, we’re continually improving what we’ve built while still building from the ground up.
Boston Office Our office is full of energy; people regularly collaborate to solve complex problems. We recognize that people work well in different environments and have intentionally designed our office to provide collaborative spaces and quiet focus areas. Our height‑adjustable desks are set up with additional monitors, and employees are provided with the latest Apple technology to support productivity. Our headquarters is located in downtown Boston, MA and easily accessible to most transit routes (Red/Blue/Orange/Green Line/South Station/North Station).
Encinitas Office Our California office is our newest office which seats our West Coast sales team. The office has an open floor plan with several conference rooms to encourage collaboration with your colleagues in California and TV's to connect with those sitting in Boston or remotely. The office is walking distance from Downtown Encinitas, the Coaster train stop, and tons of activities on the 101.
Benefits
100% coverage of health, dental, and vision for you and your dependent
Competitive compensation philosophy
Unlimited PTO
13+ paid holidays
Company‑sponsored wellness stipend
Pre‑tax Commuter and FSA/Dependent Care FSA
401(k) plan
Employee recognition program
#J-18808-Ljbffr