Technical Support Engineer, EMEA
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Requirements
• Great candidates often have these qualifications: • 1. At least 2 years of experience in technical support, software engineering, or another customer-facing, technical role • 1. Excellent communication skills: business fluency in spoken and written English • 2. Customer Obsession: a passion to deliver a high-quality customer experience • 3. Experience with modern ticketing and customer support systems • 4. Excellent problem-solving skills with the ability to debug complex technical issues • Great candidates may also have one or more of these qualifications: • 1. Proficiency in at least one programming or scripting language • 2. Experience with code review processes and tools • 3. Familiarity with observability, RCA, and debugging practices and tools • 4. Strong understanding of modern software development practices, version control systems, and the software development ecosystem, e.g. Git, GitHub, CI/CD, VS Code, Cursor • 5. Knowledge of customer success, sales, and professional services (e.g. retention, expansion, MEDDPICC, services delivery) • 6. Bachelor’s degree (or equivalent) in computer science, engineering, mathematics, or another technical field • 🤝 Collaborative Humans: Prioritizing collective intelligence • 🚀 Fearless Innovators: Turning obstacles into growth opportunities • 💪 Persistent, Passionate Developers: Thriving on complex, long-term challenges • 🎯 Impact-Driven Creators: Crafting intuitive tools for developers • 🧠 Rapid Learners and Un-learners: Adapting quickly in our fast-paced technological world
Responsibilities
• 1. Work directly with our customers to troubleshoot, debug, reproduce and resolve complex technical issues • 2. Educate customers on the best product usage, ensuring they maximize the value out of it • 3. Setup Zoom calls with customers to resolve issues, improve their experience, and enhance product adoption • 4. Support the customer success and sales teams on sales, retention, and expansion motions • 5. Work with our developers to identify defects and opportunities for product improvement • 6. Improve the serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructure • 7. Provide an analysis of our existing customer base to avoid and minimize risks in the install base • 8. Define and inspire changes to our product with our development engineering team based on feedback from customers and customer usage • 9. Develop and contribute to internal and external knowledge bases and drive continuous improvement in everything we do • 10. Provide support on weekdays and off-hours on an as-needed and scheduled rotational basis
Benefits
• 1. Work on cutting-edge technology with real-world impact • 2. Collaborative and innovative environment • 3. Competitive salary, equity, and benefits • 4. Professional development opportunities