Ripple is looking for an experienced L1 Support/Onsite Specialist. That means you probably have 3-5 years of IT experience. You are definitely enthusiastic about both people and IT. Here’s the mission of the job, and what you can expect.

Mission for a Ripple Support Engineer:
To make Ripple clients feel human, especially when they are having an IT problem. To solve problems - and prevent future ones - using smart thinking. To become a better person in the process, and help us become better people for knowing you.

Our Values:

Best is Best
We find the best ways to do things, and often it means learning something new and changing our ways. This is the surest path to customer success, and for personal and professional growth.

Empathy and Kindness
Empathy is the gateway to helping, kindness the tool.
We first need to understand how someone is feeling, then use kindness and thoughtful communication to show our respect.

Ask Why, Not How aka Effectiveness > Efficiency.
We need to understand what we are trying to accomplish before we can craft the best solutions.

Team Performance, Family Feel.
Only a team of high performers is worth being on, and for as long as someone chooses to kick ass at Ripple, they should feel like Ripple is their second family.

Style and Design Make Everything Better.
Design is a choice one makes to improve the world and embrace the human spirit.

Requirements:

Strong communication skills: Ability to communicate empathetically, logically, and clearly in a variety of situations. Must remain calm under pressure, graceful under fire, and consistently bring a positive and professional attitude.
Excellent troubleshooting skills:Natural ability to diagnose and resolve technical issues across a range of devices including Macs, PCs, and smartphones.
Technical Aptitude: Demonstrated ability to swiftly master our current technology stack and seamlessly incorporate emerging tools—proactively leveraging innovation to optimize client efficiency, security, and satisfaction, while driving measurable improvements across all engagements.
Problem-solving skills: Ability to find answers and solutions efficiently and effectively.
Growth-minded: Unquenchable desire for personal and professional growth and development. Willingness to learn new skills and adapt to new technologies.
Strong work ethic:A “roll up your sleeves and let’s get to it” mentality. Willing to take initiative and follow through on tasks.
Technical proficiency: Proficiency with both Mac and PC systems. Experience with software installs, upgrades, and setups for various devices.
Documentation skills:Ability to create and utilize documentation for processes and troubleshooting.
Customer-oriented: Friendly, helpful demeanor with excellent interpersonal skills. Ability to explain technical concepts in a non-technical manner and build positive relationships with customers and coworkers.
High emotional intelligence (EQ):Capable of understanding and managing your own emotions and recognizing the emotions of clients to enhance the overall partnership and improve the customer experience.
Team-oriented mindset: Strong belief in the value of teamwork and the importance of winning as a team. Collaborative approach to problem-solving and achieving goals.
Reliable transportation and good driving record: Necessary for traveling to customer sites and performing on-site support (~20% of the job in and around Atlanta).

Daily Expectations:

Deliver high-quality technical support to end users, both remotely and onsite, as part of a five-member team operating on a rotation schedule.
Collaborate closely with your teammates, prioritizing open communication and a shared commitment to collective success in line with our #OneTeam culture.
Take full ownership of your assigned tasks, actively seeking to understand and resolve issues, celebrating wins, and learning from challenges.
Participate in the employee lifecycle process, assisting with onboarding and offboarding technical needs as required.
Remain vigilant for gaps or inefficiencies in current processes, proactively bringing thoughtful solutions and suggestions to the team.
Rotate into the on-call support schedule once every six weeks, providing after-hours support coverage from 5:30pm–8:30pm as assigned.
Maintain detailed and accurate documentation for support tickets and knowledge sharing.
Demonstrate pride in your work by consistently striving for excellence in every interaction and task, big or small.
Adapt to shifting priorities and new technologies with curiosity and a problem-solving mindset.

What Ripple brings - Accelerating Success

Defined growth path designed to help you excel professionally while advancing your personal aspirations
Engaging, challenging work that delivers personal fulfillment and drives meaningful results
A united, high-performance team culture—where collaboration and support are foundational to shared success
Comprehensive benefits package, including robust health coverage and a strong 401(k) plan, reflecting a commitment to your well-being and future
The opportunity to partner with exceptional clients and colleagues who share a driven, achievement-oriented mindset and a commitment to excellence

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