Technical Support Engineer
As a Technical Support Engineer, you’ll communicate directly with our customers via our Support Center. Our team is especially excited to hear from folks with Technical Support backgrounds who have experience communicating technical tasks mostly over email—a strong ability to communicate in writing is more than nice to have.
On a day-to-day, you’ll triage a diversity of support tickets as well as work on process improvement, and conduct regular touch points with our Product and Customer Success teams. You'll also help new and existing customers get up and running with our product, diagnose tricky situations, and aid companies in achieving their business goals. Our TSEs have contact with more customers than anyone else in the company, so you’re our secret sauce to ensure we provide a remarkable customer experience. Our customers are core to everything we do (it’s in our name!) - so it's key to bring your passion to customers and help solve their problems to advocate for product improvements.
Today, our Technical Support team is powered by Zendesk for ticketing, Linear for bug tracking, and Zapier for automating support team workflows. We support our customers through email and live chat. While we mostly interact with each other through Notion and Slack, it’s not uncommon for us to jump on a Zoom or Roam pairing session or a video call to clarify customer scenarios or share tips to remedy customer issues.
Are you interested in growth opportunities? So are we. Our Technical Support Team offers various career paths, such as our Engineering, Product, or Customer Success Teams. We're looking for folks who want to develop professionally as Customer.io grows.
What we are looking for:
- Located in the AMER region
- Please note that this role requires a start time of 8:00 AM Eastern Standard Time
- Experience in a technical support role and/or customer-facing role
- Familiarity or comfort with offering live channel support
- An understanding of basic programming concepts (API, variables, if-else statements, loops, etc.). If you know some Javascript, too, that's even better!
- Excellent written and verbal communication skills
- Be motivated with a self-starter attitude
- Previous work for a SaaS company or an understanding of technical platforms
- Ability to work in a fast-paced, team environment
- Experience with the Marketing Automation industry a plus or supporting email marketing/business communication tools!
About you:
- You love technical problem-solving and demonstrate curiosity.
- You enjoy helping others with your technical knowledge and take pride in your work.
- You see every support interaction as an opportunity to improve the customer experience.
- You take ownership of delivering results and get satisfaction from getting things done.
- You’re passionate about learning new things.
- You’re not afraid to ask questions if you’re confused about how something works.
- You understand written communication is not always flawless and assume the best intentions during interactions with customers and your team. Empathy is one of your strongest attributes.
