Senior Technical Support Engineer

Description

The company makes an AI CRM where people and AI agents work together on customer success.

The senior technical support team is growing as the company scales its support.

You would work on sales and marketing technology and help reshape the customer experience.

The role suits someone who enjoys helping others, solving puzzles and working on an agile team.

Responsibilities

• Work the support queue to resolve product issues on time, replying by live chat, email and video call.
• Act as the technical resource for the Success Architect team, sharing product depth and joining their customer calls.
• Partner with engineering to diagnose, debug and report on operational problems for existing customers, and triage bugs using technical knowledge.
• Work with the product team to turn customer feedback into clear insights that shape the roadmap.
• Suggest improvements to documentation, processes and the knowledge base.
• Join the incident response team to give customers and internal staff clear updates during incidents.
• Help leadership speed up and improve the customer operations strategy and experience.

Requirements

• Explain complex features clearly to technical and non-technical users, with empathy and technical accuracy.
• Bring 5+ years of support experience at a B2B SaaS company.
• A bachelor's degree is required.
• You communicate well one-to-one and in writing.
• Deep knowledge of the company CRM.
• Working knowledge of marketing automation systems such as Marketo, Pardot, Hubspot or Eloqua.
• Working knowledge of JavaScript and API errors.
• Knowledge of web technologies such as website architecture, custom forms and UTM parameters.
• Knowledge of platform technology such as email services and LLMs.
• You care about helping customers succeed with software.
• You like analysing issues and keep digging until you reach the root cause of a complex problem.
• Most support questions here are new and need technical research.
• You are comfortable taking on many roles and projects beyond your daily work.
• You want to grow your technical support career and help build a strong team.

Conditions

Apply for no more than 3 roles within 12 months to avoid duplicating effort.

Benefits

• The company offers benefits and resources aimed at balance and wellbeing, plus AI agents that help you have a bigger impact.