Technical Support Engineer

Details

Hi, I'm Caitlin, a Technical Support Manager at Customer.io. I’m looking for a Technical Support Engineer to join our growing team based in the Americas region.

As a Technical Support Engineer, you’ll communicate directly with our customers via our Support Center. Our team is especially excited to hear from folks with Technical Support backgrounds who have experience communicating technical tasks mostly over email—a strong ability to communicate in writing is more than nice to have.

On a day-to-day basis, you’ll triage a diversity of support tickets, work on process improvement, and conduct regular touch points with our Product and Customer Success teams. You'll help new and existing customers get up and running with our product, diagnose tricky situations, and aid companies in achieving their business goals. Our TSEs have contact with more customers than anyone else in the company, so you’re our secret sauce to ensure we provide a remarkable customer experience. Our customers are core to everything we do (it’s in our name!) - so it's key to bring your passion to customers and help solve their problems to advocate for product improvements.

Today, our Technical Support team is powered by Zendesk for ticketing, Linear for bug tracking, and Zapier for automating support team workflows. We support our customers through email and live chat. While we mostly interact with each other through Notion and Slack, it’s not uncommon for us to jump on a Zoom or Roam pairing session or a video call to clarify customer scenarios or share tips to remedy customer issues.

Are you interested in growth opportunities? So are we. Our Technical Support Team offers various career paths, such as our Engineering, Product, or Customer Success Teams. We're looking for folks who want to develop professionally as Customer.io grows.

Responsibilities

• Triage support tickets and improve processes.
• Conduct regular touchpoints with Product and Customer Success teams.
• Assist customers in using our product effectively.

Requirements

• Located in the AMER region.
• Start time of 8:00 AM Eastern Standard Time.
• Experience in a technical support role and/or customer-facing role.
• Familiarity with live channel support.
• Understanding of basic programming concepts (API, variables, if-else statements, loops, etc.); knowledge of Javascript is a plus.
• Excellent written and verbal communication skills.
• Self-starter attitude.
• Previous experience with a SaaS company.
• Ability to work in a fast-paced, team environment.
• Experience in the Marketing Automation industry or supporting email marketing tools is a plus.

Benefits

• Unlimited PTO - we encourage at least 20 vacation days (in addition to holidays and sick days).
• 16 weeks of paid parental leave.
• 100% paid insurance premiums for you and your dependents.
• 401k retirement matching - up to 5% dollar-for-dollar match to retirement contributions.
• Annual healthy lifestyle budget of $1,500.
• Monthly Remote Work Stipend of $250.
• Co-working space rental reimbursement of $300/month.
• Yearly professional education budget of $2,000.
• $1,500 home office budget.
• One month sabbatical after five years.
• Annual opportunities for in-person meetings with peers.