Note: The job is a remote job and is open to candidates in USA. Practifi is a financial technology company that values a collaborative and supportive work culture. As a Junior Support Engineer, you will provide frontline technical support to clients, helping them troubleshoot issues and learn the platform, while working closely with the Client Success team.
Responsibilities
- Triage and resolve Tier 1 support tickets in Zendesk, including password resets, how-to guidance, standard setup tasks, basic functionality questions, common errors, and minor configuration adjustments
- Communicate with clients to collect information, research issues, perform testing, and replicate problems to identify solutions or workarounds
- Manage your ticket queue proactively—responding within 24 hours of initial request, and within 2 hours for urgent matters
- Request and use client sandboxes to test and replicate environments when needed
- Engage the right internal teams to escalate issues or unique requests
Skills
- 1–2 years of experience in a technical support, helpdesk, or customer-facing technical role
- Foundational understanding of SaaS platforms or CRM systems (Salesforce experience a plus)
- Strong written communication skills—you'll spend a lot of time writing clear, empathetic responses
- Ability to troubleshoot and problem-solve methodically
- Willingness to obtain Salesforce Associate Certification within 6 months
- Someone who's comfortable being themselves (pets bombing Zoom calls welcome)
- Curiosity about how things work and how they could work better
- Appreciation for transparency (we share everything—pay, challenges, wins)
- Collaborative spirit (our Slack channels cover everything from work projects to reality TV)
Benefits
- 20 days paid vacation
- 10 days paid sick
- 3 paid personal days
- 3 paid volunteering days
- Comprehensive benefits package
- Annual Learnbucks for continued education
Company Overview
- Practifi is a CRM and business management platform for financial advisory firms, streamlining client data, workflows, and insights. It was founded in 2013, and is headquartered in Sydney, New South Wales, AUS, with a workforce of 51-200 employees. Its website is https://www.practifi.com/.