Technical Support Engineer
Position Overview
As a Technical Support Engineer, you will be at the forefront of solving intricate issues that our customers encounter, requiring deep product knowledge and technical expertise. You will collaborate closely with our Product Managers and Engineers to ensure timely and effective resolution of customer issues within our SLA.
You will be working in an international team, located in Amsterdam, Boston, San Francisco, and Melbourne. You will become the go-to person for the users of our product worldwide daily. It will be your job to make sure that we always find a solution to their problems. Your daily tasks will include communication with the reporter of the ticket, but also technical investigation, troubleshooting, and cooperating with our technical development department on fixes.
Moreover, since we are continuously looking for improvements in efficiency, scalability, and service, you will be able to actively participate in the development and growth of the department by sharing your ideas.
Key Responsibilities
- Support expert-level (level 2) to our global customer base, addressing complex tickets involving deep investigation and technical problem-solving.
- Manage and resolve a wide range of technical issues related to APIs, integrations, and other advanced functionalities of our product.
- Collaborate with Product Managers and Engineering teams to troubleshoot and resolve customer issues, ensuring alignment on our SLAs.
- Proactively identify patterns in support requests and work with the team to implement improvements in our product and support processes.
- Continues self-study on the product to stay up to date on the newest features and changes.
- Consult and share your knowledge with colleagues, both within Support and other departments.
- Dealing with tickets of our SMB to Enterprise customers, including communication and follow-ups, with a high sense for priority.
Qualifications
- Bachelors degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Proven experience in a technical support role, preferably within a SaaS environment.
- Strong understanding of APIs, integrations, and software development concepts.
- Excellent problem-solving skills with the ability to conduct detailed technical investigations.
- Outstanding communication skills, written and oral, with the ability to convey complex technical information clearly and concisely to both technical and non-technical audiences.
- Fluency in English. Dutch, French, or German as an additional language is a plus
- Familiarity with support ticketing systems and documentation tools.
- Ability to work independently and as part of a global team, managing time effectively across different time zones.
- Customer-focused mindset with a commitment to providing exceptional support.
- Proactive attitude, with time management, prioritization, and organizational skills
API Management, Integrations, Communication Skills
