Technical Support Engineer

at Customer.io
📍 United States
USD 70,000 per year
MIDDLE
✅ Remote

SCRAPED

Used Tools & Technologies

Not specified

Required Skills & Competences ?

Marketing @ 1 Hiring @ 3 Leadership @ 3 Communication @ 3 JavaScript @ 3 Slack @ 3 API @ 3 Email Marketing @ 1

Details

Join a dynamic Technical Support team at Customer.io focused on enhancing customer experiences through exceptional support and technical problem-solving.

Responsibilities

  • Communicate directly with customers through the Support Center, primarily via email and live chat.
  • Triage various support tickets and work on process improvements.
  • Collaborate regularly with Product and Customer Success teams.
  • Help new and existing customers get up and running with the product.
  • Diagnose complex issues and assist customers in achieving their business goals.
  • Serve as a key contact point with customers, advocating for product improvements.

Requirements

  • Located in the Americas region.
  • Able to start work at 8:00 AM Eastern Standard Time.
  • Experience in technical support or customer-facing roles.
  • Comfort with live channel support.
  • Basic understanding of programming concepts such as API, variables, conditional statements, loops.
  • JavaScript knowledge is a plus.
  • Excellent written and verbal communication skills.
  • Self-motivated with a proactive attitude.
  • Experience or understanding of SaaS companies and technical platforms.
  • Ability to thrive in a fast-paced team environment.
  • Experience in Marketing Automation or supporting email marketing/business communication tools is a plus.

About You

  • Passionate about technical problem-solving with curiosity.
  • Enjoys helping others with technical knowledge.
  • Sees support interactions as opportunities to improve customer experience.
  • Takes ownership and is results-driven.
  • Eager to learn and ask questions.
  • Empathetic with strong interpersonal skills.

Technologies and Tools

  • Zendesk for ticketing.
  • Linear for bug tracking.
  • Zapier for automation of support workflows.
  • Collaboration tools: Notion, Slack, Zoom, Roam.

Benefits

  • Competitive cash compensation and equity.
  • Starting salary of $70,000 USD (or equivalent) depending on experience.
  • Unlimited PTO with encouragement for at least 20 vacation days.
  • Paid parental leave (16 weeks).
  • 100% paid insurance premiums for employees and dependents.
  • 401k retirement matching up to 5%.
  • $1,500 annual healthy lifestyle budget.
  • $250 monthly remote work stipend.
  • $300 monthly coworking space reimbursement.
  • $2,000 yearly professional education budget.
  • $1,500 home office budget.
  • One month sabbatical after five years.
  • Opportunities to meet peers in person.

Hiring Process

  • Multiple interviews including video calls with recruiter, manager, team, and leadership.
  • Take-home assignment to demonstrate skills.

Customer.io is committed to diversity, inclusion, and equitable hiring practices.