Product Support Engineer

Join Signeasy, and contribute to a paperless world:

Signeasy is a leading eSignature and contract workflow platform to sign, send, and manage critical business documents. 48,000 companies in over 100 countries use Signeasy to simplify paperwork and increase efficiency across departments like Sales, HR, Finance, Operations, etc. Signeasy is a recommended 2023 Google Workspace App and integrates seamlessly with Office 365, Salesforce, Dropbox, and Box. Signeasy is highly rated on customer satisfaction and product innovation by independent software review sites and industry analysts, and its mobile apps consistently rank among the top 100 business apps on App Stores.

Signeasy is a Great Places To Work certified organization with Glassdoor ratings at 4.5* consistently.

To know more, visit www.signeasy.com

Please note the work timings for this role would be US Timezone (India time: 6 PM - 3 AM / 7 PM - 4 AM / Rotational US Shifts) based on the business requirement.

About the role:

We're looking for a Product Support Specialist / Engineer who is obsessed with problem-solving and helping our customers succeed in managing their paperwork more efficiently with SignEasy on iOS, Android, or our Web app. If they are reaching out to Support, they've encountered a problem and need you to fix it! In these moments of frustration, our customers are looking for an empathetic, patient, and proactive person to walk them through a full resolution.

You will be responsible for helping customers work through bugs, address their billing and payment questions, handle all escalations, and troubleshoot advanced solutions promptly. For thousands of customers like these, you will be the first impression of SignEasy.

This role will require you to communicate effectively and enjoy the challenges of providing excellent customer service in a fast-paced environment. You will also be in charge of a small team of remote Support agents, where you will guide process and performance improvements and best practices. The Customer Support Engineer provides a fantastic opportunity to learn and sharpen your customer support skills, work with a growing team, and support a product that customers love.

What you'll do:

• First and foremost, dive head-first into support tickets when they come in via email, phone, and chat.
• Resolve our customer's product issues and questions by providing appropriate solutions.
• Troubleshoot, identify, and escalate technical issues to the engineering and QA teams.
• Maintain all documentation, tutorials, and Help Center resources to increase customer education.
• Manage a remote team of Support agents based in Europe.
• Manage customer expectations regarding issue resolution time and feature delivery.
• Identify sales/upsell opportunities through support interactions.
• Identify power users to generate testimonials and referrals via positive feedback.

What we're looking for:

• A university Bachelor's degree or relevant qualification.
• 3+ years of experience in Product Support, preferably at a SaaS or Tech company.
• Patience, care, and empathy. You enjoy talking to people and solving their problems.
• Experience managing and using helpdesk ticketing software.
• Technical experience in working with cloud-based software applications and mobile apps, log files, and billing systems for troubleshooting.
• Technical experience working with backend admin control systems and user logs.
• High level of English fluency with clear and professional communication (written and spoken).
• Knowledge and experience in setting support KPIs, reporting, and improving the metrics.
• Highly detail-oriented, with excellent organizational and communication skills.
• Ability to learn quickly, adapt to change, and be self-driven to dig deep into problems.

Why work with Signeasy (Our unique benefits):

Being a part of Signeasy means contributing to a culture that cherishes each member's role in our collective mission. Here, you'll collaborate with some of the most talented individuals in an environment that nurtures growth, creativity, and learning. We offer a flexible and hybrid working model, prioritizing your safety and well-being.

Signeasy is at all costs an Equal Opportunity Provider: Diversity hiring and building a truly inclusive international team is our pinnacle interest to drive innovation, growth, and a global outlook. (Yes, we have individuals on the team who come from interesting backgrounds and experiences, including a scuba instructor).

We are now 13! - https://www.youtube.com/watchv=qd7YTjsnwGQ

Our Frontend expert on Signeasy turning 10: https://www.youtube.com/watchv=oCY-rCTODbw

Meet Signeasy's leadership and core team: https://rb.gy/ftyfkw

Our impressive story: https://rb.gy/azsda0

Take a peek at Signeasy's culture: https://rb.gy/nvra6o/

Signeasy's Timeline & Journey: https://Signeasy.com/journey/

More about Careers at Signeasy: https://Signeasy.com/jobs/