Customer Support Engineer

Role Overview:

We are looking for a dedicated and proactive Customer Support Engineer to join our team, with flexible working hours. You will be the first point of contact for our customers, providing prompt, thoughtful, and accurate support to help them get the most out of our product. This is a crucial role which requires strong communication skills, empathy, attention to detail, and a passion for solving problems.

Key Responsibilities:

1.Respond promptly and professionally to customer inquiries via chat or email.

2.Troubleshoot issues, identify bugs, and assist users in navigating technical problems.

3.Handle escalated support cases and ensure clear, detailed communication with engineering teams.

4.Record and document customer issues, feature requests, and suggestions in an organized manner.

5.Contribute to the creation and maintenance of help center articles and internal documentation.

6.Coach users on best practices and product features to improve their overall experience.

7.Maintain a high level of customer satisfaction through professional and empathetic communication.

What We're Looking For:

1.Experience: 4+ years in a customer support or technical support role (SaaS experience preferred).

2.Technical proficiency: Ability to troubleshoot product and software-related issues effectively.

3.Communication Skills: Excellent written and verbal communication with a strong customer-first approach.

4.Problem-solving: Ability to work independently, prioritize effectively, and resolve issues calmly under pressure.

5.Documentation: Strong skills in documenting solutions and maintaining knowledge bases.

6.Flexibility: Comfortable working in night shifts and collaborating with global teams across time zones.

7.Empathy: A genuine passion for customer service and an ability to understand user pain points.

Nice to Have:

1.Experience with support tools like Intercom, HubSpot JIRA.

2.Familiarity with debugging tools, logs, or APIs.

3.Exposure to SaaS platforms or startups.

Join us if you're passionate about helping customers succeed and thrive in a fast-paced, collaborative environment. You'll be part of a team that values ownership, continuous improvement, and delivering world-class customer experiences.