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
- 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
- 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
- Available to work PST/MST hours
Responsibilities
- Communicate directly with customers via the Support Center, primarily over email
- 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
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the location requirement for this Technical Support Engineer role?
The role is based in North America.
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, excellent written and verbal communication, and a self-starter attitude. Previous SaaS experience or knowledge of technical platforms is also needed, with Marketing Automation experience as a plus.
What does the company culture and work environment look like?
The team collaborates via Notion and Slack, with occasional Zoom or video calls for pairing sessions, and works in a fast-paced environment focused on providing remarkable customer experiences.
Are there growth opportunities in this role?
Yes, 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 Technical Support Engineer position?
Strong candidates love technical problem-solving, demonstrate curiosity, enjoy helping others with technical knowledge, take pride in their work, have a technical support background with strong written communication, and show passion for customers.
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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