Product Support Engineer

This is a fully remote position, open to applicants in Netherlands, +1 more country.

📋 Description

• Provide technical and functional support to customers via phone, chat, and ticket management systems.

• Address customer inquiries within specified time frames in line with support SLAs.

• Diagnose and resolve intricate customer issues utilizing the technology stack, previous experience, and independent research.

• Uphold professionalism and build positive relationships during customer engagements.

• Create, edit, and link content in the Workiva knowledge base to enhance self-service resources and reduce ticket volume.

• Document ticket notes, track activities, and manage tickets with clarity and precision.

• Collaborate with Customer Success, Professional Services, and subject matter experts to address broader issues and identify proactive enhancements.

• Serve as the primary contact for support when necessary.

• Participate in scoped team projects.

• Provide mentorship to new hires, interns, or junior engineers.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience in a relevant field.

• A minimum of 2 years in customer-facing product and/or technical support roles.

• Intermediate experience in application or database support.

• Excellent communication skills with a background in supporting customers through email, phone, and ticketing systems.

• Prior experience with a SaaS platform.

• Capability to interpret system logs and reports and troubleshoot code effectively.

• Familiarity with Zendesk.

• Ability to adhere to established timelines and service level agreements.

• Proficiency in problem-solving through insightful questioning.

• High proficiency in the Microsoft Office Suite.

• Capacity to manage multiple tasks and adapt to shifting priorities.

• Strong understanding of SQL and relational database principles.

• Familiarity with APIs, authentication methods, JSON, and standard integration patterns.

• Experience in interpreting application logs, API responses, error messages, or code-level information.

• Familiar with AI-assisted support tools and a practical understanding of large language models.

• Proficient in Python or JavaScript for reading logs and tracing errors.

• Willingness to provide occasional coverage on public holidays and work overtime during peak volume periods.

• Reliable internet access during remote work periods.

🏝️ Benefits

• Flexible work options.

• Reliable internet access during remote work periods.

• Occasional coverage during public holidays and potential overtime during peak volume seasons.

• Minimal travel required.