Technical Support Engineer

This is a fully remote position, open to applicants in Croatia, +2 more countries.

📋 Description

• Deliver prompt, clear, and technically proficient assistance for intricate inbound inquiries related to Constructor APIs, SDKs, data integrations, tagging, event instrumentation, and implementation behavior.

• Manage customer-oriented technical support discussions across tickets, Slack, and phone calls.

• Articulate technical challenges and actionable next steps to both technical and business stakeholders.

• Diagnose issues related to payloads, logs, API functionality, configuration, and implementation specifics.

• Evaluate and enhance self-service bot responses, pinpoint automation shortcomings, and adjust escalation criteria as necessary.

• Develop and uphold knowledge base content and documentation.

• Provide support to EMEA customers during regional business hours.

• Recognize recurring ticket trends and support challenges, relaying insights to Product and Engineering teams.

• Collaborate with customer developers, data teams, Customer Success, Solutions, Product, and Engineering departments.

• Investigate and resolve obstacles involving data ingestion, tagging, event instrumentation, and API performance.

• Act as a subject matter expert on Constructor’s technical architecture and integration possibilities.

• Translate customer concerns into internal context, covering impact, reproduction steps, examples, urgency, and implications for the customer.

• Produce reusable technical documentation, troubleshooting guides, macros, internal notes, and support workflows.

• Enhance support processes, playbooks, and escalation routes to elevate response quality and expedite customer value.

⛳️ Requirements

• Over 4 years of experience in a technical support, technical account management, solutions engineering, implementation, or customer-facing engineering role.

• Practical experience with APIs, SDKs, logs, HTTP requests, event data, and technical implementation particulars.

• Outstanding written and verbal communication abilities, particularly in tickets, Slack, and customer interactions.

• Experience in supporting enterprise clients, including scenarios with multiple stakeholders, competing priorities, and urgent matters.

• Capacity to manage customer expectations, communicate effectively under pressure, and propel issues through internal and external teams.

• Proven history of developing or enhancing support processes, documentation, troubleshooting manuals, or tools.

• Demonstrated skill in managing intricate technical support cases from initiation to resolution.

• Strong eagerness to learn quickly, adapt, and thrive in a fast-paced, high-growth setting.

• Familiarity with JavaScript-based web integrations, HTTP request flows, browser developer tools, and client-side/server-side contexts is advantageous.

• Ability to assist customers during EMEA business hours.

• Bonus: knowledge of A/B testing, ecommerce search or discovery, network request routing, and HTTP troubleshooting.

🏝️ Benefits

• Unlimited vacation time; we encourage employees to take at least 3 weeks off each year.

• Competitive compensation package that includes stock options.

• Fully remote team; you can choose your place of residence.

• Work from home stipend provided.

• Apple laptops supplied for new hires.

• Annual training and development budget for each employee.

• Maternity and paternity leave for eligible employees.

• Collaborate with intelligent colleagues who will help you grow and create a meaningful impact.