Technical Support Engineer

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

📋 Description

• Serve as a crucial liaison among CSMs, Product/Development Teams, and Customers to tackle technically intricate support challenges.

• Diligently investigate, comprehend, and resolve complex customer issues, providing timely updates and solutions.

• Manage the entire lifecycle of tickets from initiation to resolution, ensuring precise tracking and transparent communication with all involved parties.

• Conduct in-depth analysis of the product to pinpoint the root causes of technical issues, bugs, or integration challenges.

• Proactively escalate widespread customer concerns or product bugs to the appropriate engineering and product teams to mitigate customer disruptions.

• Enhance the internal knowledge base by developing documentation for quicker resolution of similar tickets in the future.

⛳️ Requirements

• Over 2 years of experience in customer-facing technical support, preferably in a B2B SaaS setting.

• Practical experience with customer support platforms and ticketing systems (Pylon, Zendesk, Intercom, Jira Service Desk, or similar).

• Strong understanding of web technologies: HTTP, REST, JSON, Cookies, Tokens, and browser behavior.

• Practical experience with Postman or equivalent API testing tools.

• A good grasp of SQL DB (writing queries and analyzing data) is a plus.

• Experience with log analysis and monitoring tools (Grafana, Kibana, or similar) is a plus.

• Familiarity with Zapier and Make (Integromat) is a plus.

🏝️ Benefits

• Startup Environment. Influ2 fosters a flat organizational structure with open communication.

• Collaborate with a rapidly growing team of professionals spread across ten countries, setting a new global standard in B2B advertising, embraced by Fortune 500 companies.

• Enjoy Remote Flexibility, allowing you to work from your chosen location, with a schedule designed for optimal alignment with our team.

• Benefit from a generous and flexible PTO policy that empowers you to take the necessary time off, ensuring you return rejuvenated and ready to make an impact.