Full-Time Support Engineer

The Support Engineer is a role without routine. You will constantly be involved in technically challenging tasks and creative challenges. The Support team is very closely integrated into Product and Engineering, which gives an opportunity to be the voice of the customer and directly influence how the product evolves. Being in an internal startup also means huge flexibility in terms of growth possibilities.

What you'll be working on:

• Resolve all types of support issues received via the ticketing system and chat;
• Communicate with clients via Zoom and handle product demos;
• Communicate with the Engineering to resolve client's issues in a timely manner and serve as a voice of the customer;
• Define, analyse, and escalate the client's enhancement requests to the Product team;
• Be the front line of support for clients and customers, help ensure they are satisfied with products, services, and features;
• Build sustainable relationships of trust through open and interactive communication;
• Consult customers on their business process automations and advise on the most efficient solutions;
• Go the extra mile to engage customers.

What we expect from you:

• 1+ years of experience in a Support Specialist/Support Engineer/Solution Engineer position in an IT company;
• Customer service skills and passion for helping others, desire to be the voice and advocate of the customer;
• Strong analytical thinking: ability to troubleshoot client's issues and define the root cause;
• Fluent English, excellent grammar, oral and writing skills;
• Excellent communication skills;
• Business acumen - ability to understand the true business problem of the customer and provide solutions to them, as well as deliver feedback to Product teams;
• Strong nimble learning skills and ability to grasp complex technical notions and transmit them to customers in a simple way;
• Flexibility in work hours to accommodate the US market.
• Knowledge of Salesforce or any other CRM from the Admin side is a huge plus;

What is the last date for applying to the job?

Which countries are accepted for this remote job?