Support Engineer (Hybrid)

Support Engineer (Hybrid - 2 to 3 days onsite per week)

Overview:

The Support Engineer provides enterprise-level assistance to our internal stakeholders and teams. They will diagnose, troubleshoot, triage, and/or fix software problems, collaborating with stakeholders from diverse departments.

On top of technical investigative work, they’ll also help our internal stakeholders to better understand our APIs and how to use them, creating and updating knowledge-based articles along the way.

A top-class Support Engineer provides valuable support to the organization, being the first line of defense for incidents, bugs, and issues coming from our software, while continually improving their troubleshooting and coding skills.

The impact you'll make:

• Owning the bugs and defects queue, providing the assistance needed to move those tickets toward completion promptly.
• Building and maintaining an evergreen knowledge base space.
• Providing Technical Support to our CS agents.
• Researching, diagnosing, troubleshooting, and identifying solutions to software issues.
• Working on minor bug fixes.
• Properly escalate unresolved issues to the appropriate internal teams.
• Ensuring all issues are properly documented and categorized.
• Prioritizing and managing several open issues at one time.
• Intaking and categorizing user feedback to provide valuable insights to Product and Design, enabling them to set a better direction for our products and features.

What you've accomplished:

• 2 years of relevant industry experience. 
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Ability to prioritize and manage several bugs and issues simultaneously.
• Strong interpersonal, written, and verbal communication skills.
• Problem-solving and critical thinking skills.
• Basic knowledge of one or more programming languages.
• Relevant experience in customer-focused positions involving technical knowledge of a company’s products and services.
• Novice programming experience, preferably in languages including Ruby, HTML5, and JavaScript.
• QA or Testing background.
• Understanding of REST APIs.
• Knowledge of databases and SQL.
• Familiarity with JIRA and Salesforce.
• Ability to learn new software and technologies quickly.
• Ability to follow instructions and work in a team environment.
• Detail-oriented.

The base pay range for this position is $27- $31 per hour

2024 Benefits for Full-Time, Regular Employees:

• Physical Health benefits: Medical, Dental & Vision:
• Employee - employer paid premium 100%
• Company contribution to a HSA when electing the High Deductible Health Plan
• For plans that offer coverage to your dependents, you pay a small contribution
• Mental Health benefits:
• Free access to CALM app for employees and dependents
• Employee Training
• Mental Health seminars and Q&A sessions
• Basic Life & AD&D - employer paid 1x salary up to $250,000
• 401(k) Retirement Plan (with employer match contribution)
• Generous PTO, Paid Sick Leave, and Company Holidays
• Supplemental, voluntary benefits
• Student Loan Repayment/529 Education Savings - including a company contribution
• FSA (Medical, Dependent, Transit and Parking)
• Voluntary Life and AD&D Insurance
• Critical Illness Insurance
• Accident Insurance
• Short- and Long-term Disability Insurance
• Pet Insurance
• Family planning/fertility
• Identity theft protection
• Legal access to a network of attorneys
• Paid parental leave

Why Work at Weedmaps?

• You get to work at the leading technology company in the cannabis industry
• You get to play a meaningful role in helping to advance cannabis causes, including helping improve the lives of patients who rely on the benefits of cannabis
• You get an opportunity to shape the future of the cannabis industry
• You get to work on challenging issues in a collaborative environment that encourages you to do your best 
• You get to work in a casual and fun environment; no fancy clothes required, but you are free to dress to the nines!
• Generous PTO and company holidays
• Numerous opportunities and tools to learn and grow your professional skills
• Endless opportunities to network and connect with other Weedmappers through speaker series, Employee Resource Groups, happy hours, team celebrations, game nights, and much more!

Weedmaps is an equal opportunity employer and makes employment decisions on the basis of merit. The Company prohibits unlawful discrimination against employees or applicants based on race (including traits historically associated with race, such as hair texture and protective hairstyles), religion and religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, military status, veteran status, uniformed service member status, sexual orientation, transgender identity, citizenship status, pregnancy, or any other consideration made unlawful by federal, state, or local laws. The Company also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics. Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

Applicants  are entitled to reasonable accommodations under the terms of the Americans with Disabilities Act and applicable state/local laws, unless the accommodation presents undue hardship. Please email us at peopleoperations at weedmaps.com if you would like to confidentially discuss a potential accommodation during the interview process.

About Weedmaps:

WM Technology, Inc.’s (Nasdaq: MAPS) mission is to power a transparent and inclusive global cannabis economy. Now in its second decade, WM Technology has been a driving force behind much of the legislative change we’ve seen in the past 10 years.

Founded in 2008, WM Technology, is a leading technology and software infrastructure provider to the cannabis industry, comprising a B2C platform, Weedmaps, and B2B software, WM Business. The cloud-based SaaS solutions from WM Business provide an end-to-end operating system for cannabis retailers. WM Business’ tools support compliance with the complex, disparate, and constantly evolving regulations applicable to the cannabis industry. Through its website and mobile apps, WM Technology provides consumers with the latest information about cannabis retailers, brands, and products, facilitating product discovery and driving engagement with our retail and brand customers.

WM Technology holds a strong belief in the power of cannabis and the importance of enabling safe, legal access to consumers worldwide. Since inception, WM Technology has worked tirelessly, not only to become the most comprehensive platform for consumers, but to build the software solutions that power businesses compliantly in the space, to advocate for legalization, social equity, and licensing in many jurisdictions, and to facilitate further learning through partnering with subject matter experts on providing detailed, accurate information about the plant.

Headquartered in Irvine, California, WM Technology supports remote work for all eligible employees. Visit us at www.weedmaps.com.

Notice to prospective Weedmaps job applicants:

Our team has been made aware of incidents involving LinkedIn, Telegram, and Facebook accounts impersonating Weedmaps recruiters. These individuals are attempting to use our company name to solicit payment from prospective candidates interested in applying for jobs at our company. Our team is actively working to combat these attempts, but in the meantime, please be mindful of the following:

• Our recruiters will always communicate with candidates through an @weedmaps.com email address.

• CORRECT: [email protected]

• INCORRECT: [email protected]

• Our recruiters will NEVER ask for or attempt to solicit payment from applicants in order to apply, interview, or work for Weedmaps.

• If you are interested in a role at Weedmaps, please apply through our established channels.

• Weedmaps Careers Page or LinkedIn

If you are unsure if a communication is legitimate, please contact our recruitment team at [email protected] and they will happily confirm for you. Thank you for your vigilance and we appreciate your interest in working with us!