We are looking for a Middle-level Technical Support Engineer who loves working with computer software, solving customer problems, and who wants to be part of a fast-growing, industry-leading international company.
We expect candidates with high-energy, lifelong learners who value work-life balance and are 110% dedicated to delivering their best productivity which finally results in the success of our customers.
Responsibilities
- Train, hands-on optimization a technical support team for Level 1 and Level 2 functions for multiple software products deployed on-premise and in Cloud;
- Support process improvements and improve performance by measuring KPIs related to ticket resolutions SLAs & customer satisfaction scores;
- Evaluate and analyze issues & their impact to resolve or escalate tickets as needed;
- Deliver product feedback to Business and Product Managers and Technical Leads with the goal of reducing the inbound issues from customers;
- Identify trends in support requests to help create long-term solutions.
Required experience and skills
- At least 3+ years experience in leading Support teams in a start-up or fast-paced environment;
- Knowledge of Zendesk or similar ticketing system;
- Basic understanding of B2B SaaS products, and IT security;
- To be a first principles thinker, able to clearly communicate your viewpoint verbally and in writing based on experience, data, and logic;
- Strong interpersonal skills and ability to work with customers & cross-functional teams;
- Analytical thinker who can deliver actionable recommendations, analyze various communication channels and develop metrics to track success;
- You have a strong sense of responsibility for your domain, self-motivation, detail-attentiveness, and action drive with the ability to take initiative, execute and follow through.
We offer
- Competitive salary based on your professional experience;
- Career growth opportunities;
- Flexible work schedule;
- Minimum of bureaucracy;
- Professional skills development and training programs;
- Paid sick leaves, and vacation days in addition to public holidays;
- Corporate events;
- Possibility to work remotely.
Application Form