Technical Support Engineer

Details

As a Technical Support Engineer on the Customer.io Technical Support team you will communicate directly with customers via our Support Center. You will triage a diversity of support tickets, work on process improvements, and run regular touch points with Product and Customer Success. You’ll help new and existing customers get up and running with the product, diagnose tricky situations, and aid companies in achieving their business goals. The role emphasizes strong written communication (email-first support) and experience in technical support for SaaS platforms.

Responsibilities

• Triage and resolve customer support tickets through email and live chat
• Work on process improvements for the support workflow
• Conduct regular touch points with Product and Customer Success teams
• Help customers onboard and configure the platform
• Diagnose complex customer scenarios and propose solutions or product improvements
• Automate support team workflows where applicable
• Collaborate with teammates via Notion, Slack, Zoom, and occasional pairing sessions

Requirements

• Located in Australia with an expected start time of 9am or 10am AEDT
• Experience in a technical support role and/or customer-facing role
• Familiarity or comfort with offering live channel support (live chat)
• Understanding of basic programming concepts (API, variables, if-else statements, loops)
• Some knowledge of JavaScript is a plus
• Excellent written and verbal communication skills
• Self-starter attitude and motivation to work in a fast-paced team environment
• Previous work for a SaaS company or understanding of technical platforms
• Experience with the Marketing Automation industry or supporting email marketing/business communication tools is a plus

Tools & Technologies Mentioned

• Zendesk (ticketing)
• Linear (bug tracking)
• Zapier (automation)
• Notion, Slack (internal collaboration)
• Zoom (video calls)
• Support Center / ticketing systems
• APIs and JavaScript (basic understanding expected)

About Customer.io

Over 8,000 companies use Customer.io to send emails, push notifications, in-app messages, and SMS. Customer.io powers automated communication using real-time behavioral data.

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
• Remote work and wellness stipends
• Professional development budget and other benefits (see careers page for full details)

Interview 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 use Zoom video.

Inclusion

Customer.io is committed to increasing inclusion and equity, implementing bias-free hiring practices, and building an inclusive team culture.

How to Apply

If you’re excited by the role and meet the location requirement (Australia), apply via the Customer.io careers page or contact [email protected] with questions.