Company Name: Quickbase

Job Details: Be,an,Early,Applicant,Hiring,Remotely,in,US,Remote,or,Hybrid,46K-80K,Annually,Mid,level

Job Url: https://builtin.com/job/associate-escalation-engineer/7512935

Job Description: What It’s Like to Work at QuickbaseWhat’s it like to work at Quickbase? Our company, our market, and our customers are growing fast. This means all Quickbase employees are engaged in interesting and challenging work, with opportunities to try new things and advance their careers — over one-third of our employees are in new roles from just a year ago!We work with exceptional colleagues and foster an environment that empowers those closest to the work to make decisions and move quickly, with strong peer support as we learn and grow together. Quickbase combines the excitement and pace of a startup with the stability, benefits, and work/life balance of a market leader.If you thrive in a collaborative, fast-paced environment and want to make an impact for customers every day, Quickbase might be the place for you.About the RoleThe Associate Escalation Engineer is a technical problem-solver who specializes in resolving complex customer issues that extend beyond standard support. You’ll serve as a subject matter expert, partnering with Product and Engineering to drive customer success while mentoring others on the team.This role combines deep product knowledge, strong communication, and cross-functional collaboration to deliver timely, high-quality resolutions that strengthen customer trust and satisfaction.Responsibilities    Provide and document solutions for complex customer issues, using a customer-centered approach    Act as a subject matter expert (SME) on the Quickbase Platform, helping others troubleshoot advanced issues and handle escalated issues/cases    Serve as the customer’s advocate when collaborating with Development and Product Management    Provide detailed feedback to Product on feature requests and recurring issues from key accounts    Use your technical background to enable customer success through the Quickbase Platform-as-a-Service (PaaS) technology    Respond to complex technical inquiries that require creative, nonstandard solutions    Partner closely with the Escalations Lead on cases that require collaboration with the Product Development team    Mentor and coach other team members; assist management in developing mentoring plans    Creatively solve problems with a bias toward innovation and long-term solutions    Deliver exceptional support that turns detractors into promoters through skillful customer interactions    Create customer-facing documentation, training materials, or videos addressing common issues    Document Standard Operating Procedures (SOPs) and contribute to team training initiatives    Participate actively in the Training Team to identify knowledge gaps and create educational content    Other duties as defined by leadershipQualifications    3–5 years of Technical Support experience or equivalent, with proven technical ability and strong customer communication skills    Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent experience)    Excellent problem-solving and analytical skills, with experience diagnosing root causes in complex systems    Familiarity with SSO, databases, JavaScript, and JSON structures    Strong attention to detail and ability to properly document case activity and resolutions    Excellent written and verbal communication skills that inspire confidence when leading customers through troubleshooting steps    Ability to manage multiple priorities in a fast-paced environment    Commitment to high standards of performance and a desire to contribute to team and company goals    Understanding of database concepts and modern SaaS architectures    Previous experience in customer service, technical support, or related roles (experience in financial services or SaaS preferred)    A mindset focused on “WOWing” customers, working hard, and having fun doing itBehavioral and Interpersonal Skills    Strong collaborator who can influence across teams in a matrixed organization    Highly organized, analytical, and capable of both strategic and tactical thinking    Self-starter with intellectual curiosity and a bias for action    Deep customer empathy and a drive to deliver exceptional experiences    Transparent, open to feedback, and committed to continuous improvement    Resourceful, quality-driven, and comfortable working under pressure    “Can do” attitude and intense desire to excel in a high-growth, fast-paced environment    Ethical, dependable, and team-oriented with a collaborative spirit    Ability to mentor and coach others, both technically and professionallyWhy You’ll Love Working Here    Opportunity to solve challenging technical problems that impact thousands of users    Work with talented peers and cross-functional teams who value learning, collaboration, and innovation    A supportive, inclusive environment where your voice and ideas matter    Career growth opportunities within a scaling company that values promoting from within    The perfect mix of startup energy and enterprise stabilityAt Quickbase, we believe in pay transparency and are committed to equitable pay practices. The compensation range for this role is $46,000 – $80,000 per year. The exact compensation offered will be based on experience, skills, and alignment with internal equity. Beyond salary, employees receive bonus/commission eligibility and access to a full benefits package including health insurance, 401k, paid time off, etc.