Senior Customer Support Engineer

Summary

Join Wrike as a Senior Customer Support Engineer and build relationships with top customers, providing personalized technical support via email, chat, and calls. You will own and resolve support cases, remove usage obstacles, boost product adoption, and meet retention goals. This role requires 3+ years of experience in technical customer support or customer success, fluent English (C1 or above), and a higher education in a relevant field. Excellent customer service skills and advanced PC/MAC skills are essential. Wrike offers a comprehensive benefits package including paid vacation, sick leave, life and health insurance, a fitness plan, parental leave, and more. The role is full-remote with on-demand access to co-working spaces.

Requirements

• 3+ years experience working in Technical Customer Support or Customer Success roles
• Fluent spoken and written English at C1 or above
• Higher education in linguistics/marketing/PR/IT
• Excellent customer service skills: the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Ability to understand customers’ problems and offer a perfect solution for their unique needs
• Ability to own and handle cross-functional tasks, advocate the Customer's position to multiple stakeholders, clearly identify and communicate priorities and risks, and drive each case to resolution
• Advanced PC/MAC user skills

Responsibilities

• Provide end-to-end technical support to a designated list of strategic accounts
• Own resolution of lengthy and complex cases of strategic customers
• Monitor customer metrics and provide recurrent reports
• Engage in project work to improve and build new processes
• Contribute to the knowledge-sharing culture
• Provide onboarding for newcomers
• Continue to develop both your soft and hard skills on the job

Preferred Qualifications

• Experience in supporting SaaS solutions
• Knowledge of SAML SSO, Azure AD, JIT, SCIM, PowerBi, basic API knowledge

Benefits

• 28 calendar days of paid vacation
• Sick leave compensation
• Life insurance plan
• Health insurance plan
• Fitness plan (800 EUR/year)
• Parental leave
• 2 volunteer days
• Full-remote & On-demand access to Co-working space
• Utility allowance (30 EUR/month, subject to taxation)