Technical Support Engineer 2

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

📋 Description

• Deliver product assistance for customer inquiries through phone, email, social media, and chat

• Evaluate product or service issues and resolve intricate support challenges

• Document customer interactions and categorize/tag issues accordingly

• Consistently manage a regular volume of support tickets each month

• Act as an escalation point for moderately complex support issues, escalating to Product and Engineering when necessary

• Identify enhancements to current processes and procedures

• Mentor newer members of the Customer Support team

• Contribute to knowledge-base content for team and customer empowerment

• Achieve Support SLAs and CSAT objectives while managing ticket queues

• Handle incident reporting and on-call responsibilities

• Perform additional tasks as required

⛳️ Requirements

• A minimum of 3 years of experience in a client-facing customer or technical support role, particularly in Email, Communications, SaaS, or related technologies

• Proven customer focus, empathy, active listening skills, and the capacity to diplomatically address customer concerns and provide constructive feedback

• Experience in conveying complex technical issues to both technical and non-technical audiences via phone or email

• Strong and innovative problem-solving abilities

• Quick learner with initiative and excellent follow-through

• Capability to remain composed and effective under high workloads, excelling in prioritization and assessing situational urgency

• High-energy, optimistic demeanor, and a positive attitude

• Empathetic approach towards troubleshooting and customer service

• Attention to detail and the ability to quickly adapt to new products, technologies, and changing customer or business needs

• Accountability and ownership of results

• Self-motivated

• Ability to complete company-related goals and tasks before initiating new projects

• Availability to work from 8:00 AM to 5:00 PM Ireland local time, Tuesday to Saturday

• Proficiency in reading/debugging HTML (a plus)

• Knowledge of SQL (a plus)

• Experience with SFDC, QuickBooks, Zuora, or other financial management software and principles (a plus for certain roles)

• Familiarity with Postman or other API clients (desired)

🏝️ Benefits

• Competitive salary

• Generous paid time off

• Extensive parental leave

• Wellness leave

• Comprehensive healthcare

• Retirement savings plan

• Support for employee volunteering and donation initiatives

• Remote-first work environment

• Occasional travel opportunities for project or team meetings in person