Remote Senior Engineer

Summary

The job is for a Customer/Technical Support role at ServiceRocket, a global tech-enabled services company. The role involves providing exceptional support to enterprise-level customers, troubleshooting complex technical issues, communicating effectively, and collaborating with Account Managers. The ideal candidate should have at least five years of relevant experience.

Requirements

• Minimum of five years of relevant experience in customer/technical support or similar roles
• Expert in handling API and complex technical issues
• Strong experience with CRM platforms and using a variety of tools and software
• Problem-solving: strong ability to solve complex technical inquiries and find fast solutions
• Communication skills: communicating clearly and concisely with customers through our channels. For non-English native speakers, a C1 rating or higher is required (a certificate is a strong plus)
• Accountability: be able to work independently in remote settings, keep yourself motivated and manage time to meet goals

Responsibilities

• Exceptional support: go above and beyond to delight customers with their support tickets
• Troubleshooting: work on complex and high-stakes queries, delivering solutions at a high-level technical approach
• Fast response and communication: engage in chat conversations to gather information and respond to urgent inquiries in real-time
• Process Improvement: identify knowledge gaps, suggest enhancements and work with the team to troubleshoot issues and document the solutions
• Upskilling: continuously improve your knowledge of our products and best practices through ongoing learning
• Collaborate: maintain close communication with Account Managers. For issues beyond the standard resolution process, identify and work closely with the right individuals
• Customer success: continuously assess and understand the evolving needs of customers. Regularly engage in discussions to identify pain points and anticipate future requirements

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