Technical Support Engineer – Italian & English

Description

The Technical Support team in Dublin is hiring a Technical Support Engineer who is fluent in Italian and English.

You will be a trusted technical resource for the Success team and the main link between customers, Engineering and Product.

The role works with sales and marketing technology in a collaborative setting, and your expertise directly affects customer outcomes.

The company's platform combines CRM with AI agents, and the team is growing.

Responsibilities

• Triage and prioritize support requests arriving by live chat, email and phone, and own each case from first investigation to final resolution.
• Diagnose and fix complex technical problems across the company CRM, the company CPQ and Revenue Cloud Advanced.
• Work with Engineering to find root causes and escalate product bugs, and share customer feedback with Product to inform the roadmap.
• Write and update documentation and knowledge base articles, support incident response, and improve support workflows as a trusted technical advisor.

Requirements

• Fluent in Italian and English, with strong written and spoken communication in both languages.
• 2 to 4 years of work experience, including solid knowledge of the company CRM, the company CPQ and Revenue Cloud Advanced.
• Strong analytical and problem-solving skills, and a persistent, detail-focused approach to seeing issues through to resolution.
• A genuine commitment to great customer support, and the ability to explain complex technical topics clearly and collaborate across Support, Engineering, Product and Customer Success.
• Even better if: a Bachelor's degree (BA/BS) in Computer Science, Information Technology, Engineering or a related technical field.
• Even better if: the company Certified Administrator or the company Certified Platform Developer I certification.
• Even better if: experience supporting the company-based applications, integrations or SaaS platforms, including troubleshooting the company CPQ and Revenue Cloud Advanced implementations.
• Even better if: familiarity with technical support processes, incident management and case management, and the ability to juggle several priorities in a busy environment.

Conditions

The role is based in Dublin.

Candidates should apply for a maximum of 3 roles within 12 months.

Benefits

• The company offers benefits and resources aimed at helping you keep a healthy work-life balance.