Technical Support Engineer

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Customer.io

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marketing • analytics • customer retention • user retention • email marketing

51 - 200

💰 Series A on 2022-03

Description

• Hi, I'm Debbie, a Technical Support Manager at Customer.io. I’m looking for a Technical Support Engineer to join our growing team based in the EMEA region. • 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.

Requirements

• Located in India • Please note that this role requires a start time of 6:00 AM Dublin (GMT) / 10:30 AM Mumbai (IST) • 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!

Benefits

• Unlimited PTO - we encourage at least 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge • 16 weeks of paid parental leave (including adoption and foster care) • 100% paid insurance premiums for you and your dependents • 401k retirement matching - up to 5% dollar-for-dollar match to retirement contributions • $1,500 annual healthy lifestyle budget (for gym memberships, classes, fitness equipment) • $250/monthly Remote Work Stipend to be used for home internet, cell phone, and other miscellaneous remote work costs • $300/month co-working space rental reimbursement • $2,000/yearly professional education budget for conferences, courses, workshops, books, etc. • $1,500 home office budget to make sure your working space is ergonomic and just what you need to do your best work! • One month sabbatical after five years at Customer.io • We also have opportunities to meet in person with your peers throughout the year