LimeSurvey | Full-Time | Technical Support Engineer | REMOTE (UTC-1 to UTC+3)

Job Description
This is a remote position.

LIMESURVEY
At LimeSurvey, we are on a mission to build the world’s #1 survey platform, emphasizing ease of use, stability, and extensibility. We achieve this together with our fast-growing community and an international team of survey enthusiasts based in Hamburg.

You can find LimeSurvey in over 140 countries and 80+ languages, serving local governments, NGOs, universities, students, small business owners, and publicly traded companies.

We are currently expanding our Customer Success Team and could use your expertise. If you’re looking for the next challenge in Technical Support, you might have just found it.

This will be your arena:

As a Technical Support Engineer, you will help us build our Technical Support Infrastructure. You will be the linchpin in ensuring our customers have an outstanding experience with our platform. Your role is crucial in bridging the gap between our technology and its users.

What you will be doing:

• Customer Interaction: Engage directly with our users through email and chat to resolve technical issues efficiently and effectively, ensuring their satisfaction and smooth usage of our platform.
• Technical Troubleshooting: Provide expert troubleshooting to resolve platform-related issues, addressing both common and complex technical problems with a solution-oriented approach.
• User Feedback: Gather and translate customer feedback into actionable insights, helping to drive continuous improvements in our products and services.
• Documentation and Knowledge Management: Create and maintain detailed documentation, FAQs, how-to guides, and updates for our knowledge base to empower customers and reduce support queries.
• Collaborative Problem-Solving: Work closely with the Product Owner and other departments to optimize our platform based on user feedback, ensuring we deliver the best possible experience to our users.

This is You:

• Care about the customer view and strive for excellence.
• Fluent in English; additional fluency in German, French, or other languages is a plus.
• Tech-savvy and tech-minded with a good sense of humor.
• Experienced with SaaS companies, Technical Support, CRMs, and Ticket Management Systems.
• Comfortable in a startup environment and capable of working fully autonomously.

Technical Expertise:
Experience:

• 2-3 years of experience with Joomla CRM development, or similar experience.
• 1-3 years in building SaaS applications.
• Other Open Source experience is a plus.
• Adaptability:
• Quickly adapt to new technologies and solve problems efficiently.
• Programming Languages:
• PHP (preferably Yii), JavaScript (preferably React).
• Other Technologies:
• Git Flow, CI, Docker, unit-testing, JavaScript frameworks, Bootstrap, Twig, jQuery.

Competency:

• Knowledge of SaaS products, membership, and billing.
• Understanding of relevant legal principles.
• Skills in moderation, problem analysis, process design, and project management.
• Proficient in troubleshooting and resolving technical issues.

LimeSurvey
The task ahead is varied, interesting, and challenging. You will work in a startup environment. You will have the chance to work with a growing friendly international team with a flat hierarchy. There is plenty of room for creativity and your own ideas. We offer a dynamic working environment with flexible hours—remote, from home, or in the office if you’re near our headquarters in Hamburg. We provide a competitive salary package based on the cost of living, including paid vacation, local public holidays, paid sick leave, and parental leave, along with employment and contractor options.

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