Technical Support Engineer 2

Overview

Join the Support team as a Technical Support Engineer 2 providing excellent technical support to users of the Email platform. The role focuses on customer-focused troubleshooting, mentoring, process improvement and meeting support service goals.

What you'll do

• Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat.
• Assess the nature of product or service issues and resolve a variety of complex support problems.
• Log customer interactions and tag/categorize issues accordingly.
• Resolve a monthly volume of tickets consistent.
• Be the point of escalation for middle complex issues within support, and escalate to Product and Engineering teams as necessary.
• Identify ways to improve existing processes and procedures.
• Mentor newer members of the Customer Support team with customer issues.
• Contribute content to the knowledge base to support team and customer enablement.
• Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed.
• Perform other duties as required.
• Handle incident reporting and on-call responsibilities.

What you'll need

• 3+ years experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies.
• A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback.
• Experience communicating complex technical issues to both technical and non-technical audiences via phone or email.
• Strong, creative problem-solving skills.
• Be a quick learner, willing to take initiative, and have great follow through.
• A demonstrated ability to remain calm and effective at higher workloads, as well as excelling at prioritization and evaluation of situational urgency.
• A high-energy, optimistic outlook and positive attitude.
• An empathetic approach to troubleshooting and customer service.
• A demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs.
• Accountability: being willing to answer for the outcomes resulting from your own choices, behaviors, and actions, and taking ownership of situations that you're involved in.
• Self Motivation: being motivated to do or achieve something because of your own enthusiasm or interest, without needing pressure from others.
• Focus: achieving what you set out to do before launching new initiatives and completing company-linked goals and tasks, not simply to be busy and active.
• Willingness to work from 8.00 AM to 5.00 PM Ireland Local time Tuesday - Saturday.

Nice to have

• Reading/Debugging HTML.
• SQL.
• Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles for some roles (Billing).
• Postman or other APIs client.

Details

• This role will be remote and based in Ireland.
• You may be required to travel occasionally to participate in project or team in-person meetings.