Remote Technical Support Engineer Job in UK Customer.io

Who you are

• Located in the EMEA region
• Start time of 6:00 AM Dublin (GMT)
• Experience in technical support or customer-facing role
• Comfort with offering live channel support
• Understanding of basic programming concepts (API, variables, if-else statements, loops)
• Excellent written and verbal communication skills
• Self-motivated
• Experience in SaaS company or understanding of technical platforms
• Ability to work in fast-paced environment
• Experience with Marketing Automation or supporting email marketing/business communication tools

Desirables

• Curious
• Pride in work
• Improves customer experience
• Delivers results
• Learns new things
• Asks questions
• Empathetic

What the job involves

• Communicate with customers via Support Center
• Triage support tickets, work on process improvement, conduct touch points with Product and Customer Success teams
• Help customers with product setup, diagnose situations, aid in achieving business goals, advocate for product improvements, provide remarkable customer experience
• Utilize Zendesk, Linear, and Zapier for ticketing, bug tracking, and automating workflows
• Interact with team through Notion and Slack, occasionally using Zoom for customer scenarios and tips sharing

Application process

• 30-minute video interview with Maria Diaz, Recruiter
• 45-minute video call with Debbie Otuagomah, Technical Support Manager
• A take-home assignment to prepare for your next interview
• 60-minute video call with two potential teammates to go over the take-home assignment
• 30-minute video call with Michelle, Director of Technical Support