Technical Support Engineer at WalkMe

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software, Digital Adoption, SaaSIndustries

Requirements

1.5+ years experience in software support or customer service
Fluent in English (verbal and written)
Problem-solving skills with a customer-first approach
Knowledge of HTML, jQuery, CSS (specify level)
Experience in various communication formats (written, live chat, conference calls, in-person)
Ability to grasp and articulate new technologies quickly
Proficient in using application logs, browser dev tools, and other diagnostic tools
Independent and teamwork capabilities
Poise and articulation in challenging customer interactions
Availability to work onsite at the Sydney WalkMe office 3 times a week

Responsibilities

Communicate with customers via email, live chat, and screen shares
Act as a trusted advisor to customers, promoting product knowledge and self-sufficiency
Develop in-depth knowledge of products and their features
Engage with customers to understand and fulfil their goals with solutions
Apply and share best practices for optimal use of products
Innovate and propose ideas for enhancing the overall customer experience
Deliver prompt and effective solutions to meet SLAs and achieve high customer satisfaction
Contribute to the knowledge base and customer community

Skills

Key technologies and capabilities for this role

Technical SupportCustomer ServiceProblem-SolvingEnglishEmail CommunicationLive ChatScreen SharingSLA ManagementKnowledge BaseProduct Knowledge

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

The position follows a hybrid work schedule, requiring availability to work onsite at the Sydney WalkMe office 3 times a week.

What technical skills are required for this position?

Candidates need knowledge of HTML, jQuery, CSS (specify your level), proficiency in using application logs, browser dev tools, and other diagnostic tools, plus the ability to grasp and articulate new technologies quickly.

What experience is needed for the Technical Support Engineer role?

At least 1.5+ years of experience in software support or customer service is required, along with fluent English (verbal and written), problem-solving skills with a customer-first approach, and experience in various communication formats.

What is the company culture like at WalkMe?

WalkMe is committed to building a diverse workforce through inclusive programs like equal pay, employee resource groups, and holistic benefits, while fostering an inclusive culture that celebrates unique experiences and perspectives.

What makes a strong candidate for this role?

Strong candidates have 1.5+ years in software support or customer service, technical knowledge of HTML, jQuery, CSS, proficiency with diagnostic tools, excellent problem-solving and communication skills, and the ability to work independently and in a team.

WalkMe

Digital adoption platform for user guidance

About WalkMe

WalkMe specializes in Digital Adoption Platforms (DAP) that enhance user experiences for employees and customers. The platform works by overlaying visual cues and personalized content on websites or enterprise software, which helps users with onboarding, training, and provides real-time contextual guidance. This approach allows users to navigate complex systems more easily and efficiently. Unlike many competitors, WalkMe focuses on continuous support and updates through a subscription-based model, ensuring that clients receive ongoing assistance. The main goal of WalkMe is to improve enterprise productivity and user engagement by facilitating effective digital adoption in the workplace.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$299.1MTotal Funding

IPOCompany Stage

Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Comprehensive Health Care Coverage for Medical, Dental, and Vision for our Employees and Families

401(k) with company matching program

Parental Leave programs

Vacation policy to encourage a healthy work-life balance

WalkMe offices are open during Covid-19 for those who chose to come (vaccines required) with in-person and virtual social activities to promote positive employee engagement

Risks

SAP acquisition may lead to internal restructuring and potential operational disruptions.

Integration with SAP's offerings could face technical challenges, delaying benefits.

Intensifying competition in the digital adoption market could erode WalkMe's market share.

Differentiation

WalkMe offers a code-free platform for digital adoption, simplifying user experiences.

The platform provides real-time contextual guidance, enhancing onboarding and training processes.

WalkMe's subscription model ensures continuous support and updates for enterprise clients.

Upsides

Increased demand for digital adoption platforms boosts WalkMe's market potential post-pandemic.

Strategic partnerships with Cognizant and UST expand WalkMe's reach and capabilities.

WalkMeX, an AI copilot, enhances user engagement with contextual awareness and AI-driven suggestions.

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