Technical Support Engineer – EMEA

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

📋 Description

• Offer technical advice to customers’ developers on best practices for integrating with our APIs and leveraging our functionalities.

• Address any issues that arise from customers and identify any obstacles. Elevate issues with customer context to the engineering team.

• Create internal tools to automate customer workflows that are not currently supported by our product. Provide insights on recurring issues and advocate for closing feature gaps in the product.

• Design and support the implementation of a thorough knowledge base to assist customers in utilizing our product effectively.

⛳️ Requirements

• Minimum of 2 years of experience in a B2B customer-facing technical support role or engineering.

• Proven experience collaborating closely with engineering teams and providing technical insights on customer issues.

• Proficient in debugging and managing bugs and escalations from customers.

• Ability to convey the technical capabilities of the product to customers effectively.

• Experience in writing scripts or developing internal tools using APIs, along with a functional understanding of SQL.

• Excellent written and verbal communication skills, with the capacity to simplify complex technical concepts.

• A customer-centric mindset and a knack for resolving challenging problems.

• Experience as an early or founding member of a support team, including the establishment of processes from the ground up.

• Familiarity with startup environments and experience in scaling a support team.

• Proficient in programming with one or more of the following languages: Typescript, Python, or Ruby.

• Experience working on modern enterprise software that is critical for business operations.

• Skilled in creating knowledge base articles and internal documentation.

• Knowledge of at least one ticketing system, such as Pylon, Zendesk, Front, or similar.

🏝️ Benefits

• We're an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity