Technical Support Engineer

at Customer.io
📍 Switzerland
📍 Germany
📍 Spain
📍 France
📍 United Kingdom
📍 Ireland
📍 Netherlands
USD 70,000 per year
MIDDLE
✅ Remote

SCRAPED

Used Tools & Technologies

Not specified

Required Skills & Competences ?

Marketing @ 1 Hiring @ 3 Communication @ 6 JavaScript @ 3 Slack @ 3 API @ 3 Email Marketing @ 1 Customer Support @ 6

Details

We are hiring a Technical Support Engineer to join the Customer.io Technical Support team based in the EMEA region. You will communicate directly with customers via the Support Center, triage a variety of support tickets, work on process improvements, and collaborate frequently with Product and Customer Success. Strong written communication and experience in technical, customer-facing roles are important.

Responsibilities

  • Triage and respond to customer support requests via email and live chat.
  • Diagnose tricky situations and help new and existing customers get up and running with the product.
  • Conduct regular touch points with Product and Customer Success teams and advocate for product improvements based on customer feedback.
  • Work on process improvements and automate support workflows where appropriate.
  • Collaborate with teammates via Notion, Slack, Zoom, and occasional pairing sessions.
  • Use and interact with team tools for ticketing and bug tracking.

Requirements

  • Located in the UK or Ireland (role is EMEA Remote).
  • Experience in a technical support role and/or other customer-facing technical role.
  • Familiarity or comfort offering live channel support (live chat).
  • Understanding of basic programming concepts (APIs, variables, if/else, loops). Knowledge of JavaScript is a plus.
  • Excellent written and verbal communication skills; strong ability to communicate in writing is highly valued.
  • Self-starter attitude and motivation to work in a fast-paced, team environment.
  • Previous experience working at a SaaS company or familiarity with technical platforms.
  • Experience in the Marketing Automation industry or supporting email marketing/business communication tools is a plus.
  • Empathy, curiosity, technical problem-solving, and ownership of customer outcomes.

Tools & technologies mentioned: Zendesk (ticketing), Linear (bug tracking), Zapier (automation), Notion, Slack, Zoom, Roam (pairing), APIs, JavaScript.

Compensation & Benefits

  • Salary: $70,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.
  • 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.
  • 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

Hiring Process

  • 30-minute Zoom call with Recruiter
  • 45-minute Zoom call with Hiring Manager
  • 45-minute Homework Review Call with Team
  • 30-minute Final Interview with Director, Technical Support

All final candidates will be asked to complete a background check and employment verifications as part of pre-employment. Virtual interviews will be conducted via Zoom.

About Customer.io

Customer.io powers automated communication (email, push, in-app messages, SMS) for over 8,000 companies. The company prioritizes empathy, transparency, responsibility, inclusion, and bias-free hiring practices.