Technical Support Engineer
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Requirements
• 2–4 years of experience in a customer-facing technical support or similar role, ideally in the tech or SaaS environment • Strong collaboration skills and a supportive mindset toward teammates • Proven ability to troubleshoot technical problems, identify root causes, and communicate solutions clearly • Ability to thrive in a fast-paced and sometimes ambiguous environment, with a willingness to learn quickly and adapt to product changes • Experience with ticketing and CRM tools • Excellent communication skills in both written and spoken form, with the ability to tailor your message to technical and non-technical audiences • Basic working knowledge of APIs, using logs, and debugging tools • Nice to have: Basic understanding of JavaScript and/or TypeScript
Responsibilities
• Analyze and promptly respond to customer queries related to the Parloa platform • Develop deep expertise in our systems and evolve into an “Agent Builder” • Collaborate closely with cross-functional teams, including Customer Success, Product, and Engineering, as well as external partners • Take ownership of technical issues, drive them to resolution, and know when to involve senior engineers or product owners • Proactively suggest improvements to elevate the overall customer experience • Contribute to shaping and improving customer support processes within Parloa • Help create and maintain runbooks, documentation, and best practices • Collect structured feedback from customers and share insights with Product and Engineering
Benefits
• The opportunity to join a rapidly growing Conversational AI startup with offices in Berlin, New York, and Munich. • Enjoy an immersive company onboarding experience, where you’ll have the chance to delve into the Parloa product and immerse yourself in our dynamic company culture. • Hybrid work environment - we believe in hiring the best talent, no matter where they are based. However, we love to build real connections and want to welcome everyone in the office on certain days. • Attractive compensation package with equity. • Training and development budget which can be used for conferences and attending development courses to ensure continuous professional growth. • Flexible working hours, Unlimited PTO and travel opportunities. • Regular team events, game nights, and other social activities. • A beautiful office with flair in the heart of NYC with all the conveniences, such as social area, snacks, and drinks. • OTE Salary Range - $50,000 - $80,000 + Equity • $50,000—$80,000 USD • Parloa is one of the fastest growing startups in the world of Generative AI and customer service. Parloa’s voice-first GenAI platform for contact centers is built on the best AI technology to automate customer service with natural-sounding conversations for outstanding experiences on all communication channels. Leveraging natural language processing (NLP) and machine learning, Parloa creates intelligent phone and chat solutions for businesses that turn contact centers into value centers by boosting customer service efficiency. The Parloa platform resolves the majority of customer queries quickly and automatically, allowing human agents to focus on complex issues and relationships. Parloa was founded in 2018 by Malte Kosub and Stefan Ostwald and today employs over 400+ people in Berlin, Munich, and New York. • When you join Parloa, you become part of a dynamic and innovative team made up of over 34 nationalities that’s revolutionizing an entire industry. We’re passionate about growing together and creating opportunities for personal and professional development. With our recent $350 million Series D investment, we’re expanding globally and looking for talented individuals to join us on this exciting journey. • Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information. • Parloa is an e-verify employer in the USA. Please click here to learn more. • We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics. • We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.