Technical Support Specialist

We are currently seeking a Technical Support Specialist to join our Customer Success team. This is an ideal opportunity for someone looking to join a customer-facing role in a dynamic start-up environment, and to develop an advanced knowledge of the construction finance industry.

The Technical Support Specialist will be responsible for providing technical oversight and assistance to Rabbet customers and internal teams. They will evaluate, define, and troubleshoot technical problems, and work with engineering/support staff to identify and implement solutions. To be successful in this role, you need to be an excellent communicator and problem-solver who can diagnose and resolve complex problems. Ideal candidates should be self-starters who are quick learners, highly curious and willing to go the extra mile to ensure customer satisfaction.

What You’ll Do:

• Provide timely response and resolution to inbound technical and product inquiries from customers
• Address, resolve, and follow-up with customers on reported issues using the help desk ticketing system, adhering to established SLAs
• Research and report bugs, and work with QA, Engineering, and Product teams to prioritize urgent issues for resolution
• Utilize support/diagnostic tools, case management systems, use/update knowledge base articles, and communicate through case documentation
• Assist with developing processes and building efficiencies into the customer support experience

What You’ll Need:

• Minimum of 2 years of frontline technical support experience
• Coursework in computer programming or equivalent experience
• Excellent communication and interpersonal skills, and the ability to communicate complex technical information in an accessible manner
• Excellent analytical and problem-solving skills, and sharp attention to detail
• Ability to systematically and effectively solve problems while ensuring customer satisfaction within established service level goals
• Ability to understand customers' key problems and remedy directly, or escalate and involve internal stakeholders
• Ability to learn and adapt to evolving software quickly to support customer needs
• Ability to work independently and in a cross-functional team environment
• Advanced Word and Excel skills (Regex knowledge is a plus)
• Basic understanding of html/Javascript/css
• Knowledge of Jinja2 or other templating language
• Experience with ticket tracking and help desk software, such as Jira and Intercom
• Experience in finance, banking or construction industry is a plus

What’s in it for You:

• We hire only exceptional talent, you'll be joining a world-class team
• We are rapidly growing, we provide equity to all team members
• Competitive compensation
• We care about your total wellness, we offer a 401(k) plan w/ a generous matching contribution as well as comprehensive medical, dental, and vision plans
• We understand the importance of family and time to recharge, we provide parental leave benefits, ample PTO (that we encourage you to use), and remote flexibility
• We are invested in your growth, we provide you resources for professional development
• Be a part of a culture of learning that will take your professional growth to another level with collaborative + thoughtful team members

We’ve assembled one of the best teams you could possibly find in Austin. We like to imagine what’s possible, and then do it. Then learn from it. Then do it better. If this sounds like your kind of thing, we want you to join us!

Inclusion Promise: Rabbet embraces diversity and equal opportunity in a serious way. We are relentlessly committed to building a team that represents a variety of backgrounds, perspectives, and skills.

Location: We are currently a fully remote team, so living in Austin is not a requirement. However, we do have an expectation for travel to Austin 3 days per quarter.

About Rabbet:

Through our core values of Relationships and Transparency, Rabbet strives to create an inclusive workplace where we welcome persons of all backgrounds. Rabbet is an equal opportunity employer regardless of race, color, religion, gender, sex, sexual orientation, disability, veteran status, or age. Despite being a startup, we do value work/life balance and we offer competitive pay, benefits, and equity.

At Rabbet, we aim to connect people and data to streamline construction finances. Lenders and real estate developers use Rabbet to manage their construction finance for projects from $500,000 to over $500 million. A rabbet is a joint in woodworking and as a rabbet strengthens connections in woodworking, Rabbet strengthens connections in construction finance.

Rabbet is backed by a leading FinTech VC (QED), a leading real estate tech VC (Camber Creek), a large strategic investor (Goldman Sachs), and Y Combinator. You’ll be joining a company that values efficiency, guidance, transparency, and relationships. We’re a small team (~25 employees), so there’s plenty of opportunity to have a big impact.

We commit to our customers - and the construction lending industry as a whole - to walk side-by-side through the continual evolution of the construction financing process. We combine deep domain expertise and technology to bring forward innovation in construction finance.