Junior Support Engineer

Practifi is a financial technology company that values a positive workplace culture. The Junior Support Engineer 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

Requirements:

• 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)