Customer Support Engineer
VercelSalary not specified
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, SaaSIndustries
Requirements
- Located in the UK or Ireland
- 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.); knowledge of Javascript is a plus
- 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 or supporting email marketing/business communication tools is a plus
- Love technical problem-solving and demonstrate curiosity
- Enjoy helping others with technical knowledge and take pride in work
- See every support interaction as an opportunity to improve the customer experience
- Take ownership of delivering results and get satisfaction from getting things done
- Passionate about learning new things
- Not afraid to ask questions if confused
- Understand written communication is not always flawless and assume the best intentions; empathy is a strong attribute
Responsibilities
- Communicate directly with customers via the Support Center (mostly over email, also live chat)
- Triage a diversity of support tickets
- Work on process improvement
- Conduct regular touch points with Product and Customer Success teams
- Help new and existing customers get up and running with the product
- Diagnose tricky situations
- Aid companies in achieving their business goals
- Advocate for product improvements based on customer interactions
- Ensure a remarkable customer experience
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the location requirement for this role?
The role requires candidates to be located in the UK or Ireland, and it's based in the EMEA region.
What skills and experience are required for this position?
Required experience includes a technical support or customer-facing role, familiarity with live channel support, understanding of basic programming concepts like APIs and variables (JavaScript is a plus), excellent written and verbal communication, and SaaS or technical platform experience.
Is there a salary range mentioned for this job?
This information is not specified in the job description.
What growth opportunities are available?
The Technical Support Team offers various career paths into Engineering, Product, or Customer Success Teams as Customer.io grows.
What makes a strong candidate for this role?
Strong candidates love technical problem-solving, show curiosity, enjoy helping others with technical knowledge, have a self-starter attitude, and can thrive in a fast-paced team environment with excellent communication skills.
Customer.io
Marketing automation for customer engagement
About Customer.io
Customer.io is a marketing automation platform that helps businesses engage with their customers throughout their lifecycle. It allows companies to segment their audience based on real-time events, enabling personalized messaging that enhances customer connections and engagement. Unlike many competitors, Customer.io offers A/B testing and professional support services to optimize marketing strategies. The goal is to empower businesses to send data-driven messages that improve customer engagement and drive revenue.
Portland, OregonHeadquarters
2012Year Founded
$9.6MTotal Funding
SEEDCompany Stage
Consulting, Consumer SoftwareIndustries
201-500Employees
Benefits
Unlimited Paid Time Off
Paid Parental Leave
Health Insurance
401(k) Company Match
Healthy Lifestyle Budget
Remote Work Options
Co-working Space Rental Reimbursement
Professional Development Budget
Home Office Stipend
Sabbatical Leave
Risks
Increased competition from other platforms integrating with Vision Pro.
Reliance on Twilio SMS could pose risks if service issues arise.
Emergence of comprehensive notification solutions like Knock challenges market position.
Differentiation
Customer.io offers real-time audience segmentation for personalized messaging.
The platform supports A/B testing for continuous campaign optimization.
Customer.io integrates with Vision Pro for VR marketing campaigns.
Upsides
Integration with Apple Vision Pro opens new VR marketing opportunities.
Partnership with Twilio enhances robust SMS messaging solutions.
Participation in CEE Startup Challenge expands market reach and innovation.
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