Support Engineer

About the Project

Must Have

• 1-2 years of work experience, preferably with a SaaS company.
• Demonstrates familiarity with fundamental customer support principles and hands-on experience utilizing Zendesk, Jira or other CRM.
• Basic knowledge of web technologies and software applications (familiarity with SaaS platforms is a plus).
• Excellent communication skills with the ability to explain complex concepts in a clear, user-friendly manner.
• Strong problem-solving skills and a proactive approach to resolving customer issues
• Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment.
• Ability to work in a fast-paced, startup environment with a high level of autonomy.
• A customer-first mindset and a passion for delivering a great user experience.
• Perfect English.

• Serve as the first point of contact for customers via email, chat, and phone to resolve product-related issues.
• Provide timely and effective technical support, troubleshooting problems, and guiding users through solutions.
• Document customer interactions, steps taken to resolve issues, and escalate complex cases to Tier 2 support or engineering teams when necessary.
• Assist with user onboarding, training, and general inquiries to enhance customer experience.
• Collaborate closely with the product and development teams to report bugs and suggest improvements based on customer feedback.
• Stay up-to-date with product updates, new features, and best practices to effectively support users.