Associate Engineer, Customer Support

Summary

Join us in enabling fast-growing companies to take off and so will your career! We are seeking a highly motivated individual to join our team to execute customer onboarding initiatives with one of our key clients.

Requirements

• BA/BS degree in IT/computing/business management related
• Strong communication and written skills in English
• Excellent problem-solving and communication skills
• Some experience working with customer onboarding, external & internal customers, internal sales, support and success teams
• Basic knowledge in Linux commands & environment
• Comfortable using CLI tools for day-to-day tasks
• Able to demonstrate good customer handling/customer service skills
• Ability to understand and follow established Standard Operating Procedures (SOPs)
• Familiar with SaaS platforms and cloud-based technologies

Responsibilities

• Using dedicated systems and tools to process account provisioning related tasks
• Processing requests by collecting information from customers about their needs and preferences and providing them with recommendations for products or plans that meet those needs
• Ensuring customer satisfaction by resolving tickets and concerns in a timely and effective manner
• Supporting and coordinating new customer onboarding activities and providing seamless transition from sales to support (if needed)
• Exercise clear communication and collaboration strategies to ensure smooth customer transitions and scalability
• Partner with Support, Implementation, CS and Sales teams to establish and refine operations related to provisioning customers from various time zones
• Ensure smooth transitions between Sales, Implementation, Support and CS Teams and foundational success for ongoing customer relationships
• Iterate and improve on strategies and automations that streamline current workflows and tooling
• Contribute to team knowledge base when finding solutions to common situations
• Champion a customer-first approach that balances personalized support with scalable processes
• Providing feedback to Management or relevant teams about customer satisfaction with products or services offered for continual improvement

Benefits

• Share the fruit program : when we grow the tree, we share the fruit–when the company grows, we share the profit
• Stock options : you have the opportunity to participate in the ownership of the company
• Health insurance: we support you and your family–your well-being matters
• Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location
• Career pathways program : you can grow horizontally, vertically, or any way you want
• Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness
• Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture