Enterprise Support Specialist

Splash’s mission is to develop the most innovative event technology on the planet to help marketers reach and engage their target audiences. From simplifying event asset creation to capturing attendee insights and measuring event impact, Splash enables marketers to efficiently scale event programs and connect event-driven engagement to business results. More than half of the Fortune 500 use Splash to streamline event marketing execution and optimize performance.

About the role:

As an Enterprise Support Specialist at Splash, you empower our event marketers with technical troubleshooting, advising on platform questions, and providing creative solutions in high-pressure situations. No matter what challenges you face, you curate Support to be a combination of software expertise and marketing best practices.

In this role, you’ll get to…

Provide enterprise-level support for Splash platform and integrations by managing cases start-to-finish
Coordinate resolution plans directly with Product, Engineering, and Customer Success teams
Diagnose and communicate technical issues into marketing-friendly language
Use creative problem-solving and critical thinking skills to craft solutions based on customer use cases
Develop issue verification plans per issue type
Write tutorials and FAQs for the Help Center
Document client history, workflows, and best practices for internal support guides
Work with Priority and Priority Elite clients to provide long-term advice and support
Stay on top of new product releases and developments
Earn the opportunity to take on additional non-ticket-based responsibilities within the team, once you have demonstrated consistent command of your caseload, such as: ownership of a subject matter expertise area; ownership of or contribution to projects aimed at strategic team goals; act as a buddy to new hires to aid their seamless onboarding.
Who You Are

Experienced with case management systems (e.g. Zendesk, Salesforce)
Experienced with SaaS platforms, preferably in marketing automation or CRM (e.g. Marketo, Salesforce)
Experience supporting enterprise-scale application deployments
An expert with Google Docs, Microsoft Office, and relevant software programs in your field
A fantastic and proactive communicator with strong writing skills
Be able to work independently & as part of a team in a fast pace, rapid change environment
Bonus Points – Experienced with HTML, CSS, Javascript, and API setup
What we offer and other fun stuff!

We’re taking a new and improved approach to compensation and the way we #takecare of our Splashers. An approach that makes a lot more sense in this remote world we live in and looking toward the future of work. You can read more here. In a nutshell, we offer…

💰 Competitive base salary and stock options. Our success is your success 📈
💻 Brand new MacBook Pro / Linux and monthly stipend for work-from-home expenses.
🏥 Great healthcare benefits with paid coverage for you and your family
🌴 Plenty of vacation days, with Splash-specific days off and 2 extra Mental Escape (M.E.) days per month to unplug from work
🗺 Remote first organization
A bunch of other great perks/benefits that would make this description too long if we included it 😉
It doesn’t stop there! Although we’re a remote company, we understand the importance of in-person connection. We have a yearly company offsite (pending it being safe health-wise) and fun virtual events with the rest of your team and the company (IRL too when it’s safe!).

What’s Next?

If you’re interested in joining our fun, ambitious, and hardworking team, please send your resume. Splash is an equal opportunity employer.

At Splash, we believe that big ideas and great communities come from a team that celebrates diversity of all kinds. We are committed to being an equal opportunity workplace and encourage people from all backgrounds to apply.

When we find the right person, we try to put our best foot forward with an offer that excites you. We consider what you are looking for, the skills and experience you bring, what similar jobs pay and make sure there’s fair pay among those you’ll be working with. The base compensation amount for this role is targeted at $50,000 – $58,500 for those who are located in the US. In addition to your cash compensation, every full-time employee will be able to participate in our employee equity program. Final offer amounts are determined by multiple factors including your experience and expertise and may vary from the amounts listed above. What we can’t quantify for you are all the exciting challenges, supportive team, and amazing culture we enjoy. Please click here to gain invaluable insights from our Splash Culture Book.