Customer Support Engineer

This is a fully remote position, open to applicants in Europe.

📋 Description

• Act as the main point of contact for enterprise clients regarding their daily technical inquiries, troubleshooting needs, and API integration challenges.

• Manage support tickets from start to finish: assess, diagnose, escalate to engineering when necessary, and ensure resolution.

• Assist in the onboarding and implementation processes for new clients, which includes API setup, configuration, and integration testing.

• Collaborate with customer success and sales teams to monitor account health, identify risks early, and provide technical expertise during renewal and expansion discussions.

• Create and maintain internal documentation, FAQs, and troubleshooting guides to minimize repeated tickets and expedite resolutions.

• Communicate recurring customer feedback and technical challenges to product and engineering teams to influence the roadmap.

• Monitor support metrics (response time, resolution time, CSAT) and identify trends that require attention.

⛳️ Requirements

• 2-4 years of experience in customer support, technical support, or customer success at a B2B SaaS or API-centric organization.

• Proficient in technical troubleshooting (APIs, integrations, logs) while also managing the relationship aspects of an account.

• Excellent written and verbal communication skills, capable of simplifying technical details for both engineers and business stakeholders.

• Experience in supporting enterprise clients, particularly in financial services or the public sector, is an advantage.

• Located in Europe, with the ability to assist customers during European business hours.

🏝️ Benefits

• Comprehensive healthcare plans with 100% premium coverage for employees and partial coverage available for dependents.

• Dental and Vision plans with full premium coverage for employees and their dependents.

• Short-term and Long-term disability as well as life insurance plans with 100% premium coverage for employees.

• FSA/HSA and 401k programs.

• Equity compensation.

• 20 days of paid time off per year.

• 12 weeks of parental leave.

• Budget for learning and development.

• Monthly wellness benefits.

• Annual company-sponsored offsite event.