Customer Support Engineer

Summary

Join Snowplow's Customer Support team as a remote Customer Support Engineer based in Western Australia! This role involves providing 24/7 technical support to a global customer base, troubleshooting complex issues, and guiding customers on using Snowplow's customer data infrastructure. You will work with a diverse tech stack, collaborate with global teams, and have opportunities for professional growth. Snowplow offers a competitive compensation package, flexible working arrangements, generous holiday allowance, equipment allowance, and enhanced parental leave. The ideal candidate is a problem-solver with strong technical skills, excellent communication abilities, and a passion for data and technology. Even if you don't meet all requirements, apply if you have the drive and willingness to learn; Snowplow invests in training.

Requirements

• Solve problems
• Help customers with complex technical issues with empathy
• Possess an analytical mind and be unfazed by unfamiliar problems
• Remain calm in crises and be flexible
• Be passionate about programming, web development, and web apps
• Be comfortable with cloud technologies like AWS and GCP
• Be dedicated to data and fascinated by the evolving data industry
• Have a technology or data-related degree, top marks from a coding boot camp, or demonstrate equivalent knowledge
• Have a mature and curious attitude to security, documentation, and process
• Be a great communicator
• Be keen to understand and help customers succeed with the product
• Be innovative and effective
• Be inquiring and keen to learn
• Work Monday-Friday UTC+8 (approx working hours 8am-5pm local)

Responsibilities

• Provide proactive and reactive assistance to customers
• Tackle use-case guidance and setup questions
• Diagnose product issues
• Manage enhancements
• Resolve implementation challenges
• Recover data
• Handle upgrades
• Oversee infrastructure management
• Work with a huge range of technologies and become a specialist over time
• Provide 24x7 support for our global customer base
• Work with people from across the globe

Preferred Qualifications

Knowledge of SQL

Benefits

• Competitive package, including share options
• Flexible working
• Generous holiday allowance
• MacBook and home office equipment allowance
• Enhanced maternity, paternity, shared parental and adoption leave