Support Engineer

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

📋 Description

• Take ownership of the entire technical support process, from ticket intake through to resolution and follow-up.

• Serve as the primary escalation point for intricate or critical client issues.

• Assess, replicate, and troubleshoot technical challenges; document root causes and potential workarounds.

• Establish and monitor support KPIs, including response times, resolution durations, backlog, and client satisfaction levels.

• Convert client concerns into clear, reproducible bug reports and feature enhancement requests.

• Prioritize and track escalated tickets in collaboration with the Development team until resolution.

• Test solutions and new releases from a client's viewpoint prior to communicating them.

• Communicate recurring client challenges to shape the product roadmap.

• Collaborate with Customer Success regarding account health, ongoing issues, and client expectations.

• Provide technical expertise during the onboarding of new clients.

• Keep the Customer Success team updated on incidents, resolutions, and changes impacting their accounts.

• Conduct online client meetings and platform introductions.

• Offer basic product training in both English and Spanish.

• Facilitate troubleshooting calls to comprehend complex issues and expedite resolutions.

• Identify and address gaps in processes, tools, and documentation.

• Create and maintain a knowledge base, FAQs, and internal troubleshooting guides.

• Assume ownership of specific topics and drive them to completion with minimal supervision.

⛳️ Requirements

• 3+ years of experience in technical support, application support, or a comparable client-facing technical role, including at least 1 year in a lead or senior capacity.

• Exceptional communication skills in both English and Spanish, both verbally and in writing (C1 level or higher).

• Proven experience collaborating closely with Development and Customer Success teams.

• Strong analytical and troubleshooting abilities; capable of dissecting complex technical issues.

• Confidence in leading online client meetings, product presentations, and training sessions.

• Ability to clearly articulate technical subjects to both technical and non-technical audiences.

• Highly independent and self-reliant: you manage your own workload, prioritize tasks, and deliver results without direct supervision.

• Proactive, hands-on approach; you drive initiatives forward.

🏝️ Benefits

• Dynamic and supportive international teams.

• Regular evaluations and performance reviews.

• Opportunities for advancement, bonuses, and raises based on your development pace and performance.

• Options for remote, hybrid, or office work.

• Flexible work hours.

• 4 days of paid sick leave (100% compensated).

• 20-25 vacation days annually.

• Provision of work equipment, including a laptop and all necessary accessories.

• Access to training sessions and courses.

• Private health insurance coverage.

• FIT Pass card for access to various sports facilities.