Senior Technical Support Engineer

Summary

Join Duda, a leading website builder, as a Technical Support Engineer! You'll provide advanced technical support to our web designer and professional customer base, driving product adoption and implementing growth strategies. As part of our Customer Success team, you will respond to customer inquiries via various channels, handle technical escalations, and engage with accounts to maximize the value of Duda subscriptions. You'll also proactively improve team processes and advocate for customer needs. This role requires 2+ years of experience in SaaS customer support and knowledge of HTML/CSS/Javascript. Flexible working hours, including weekends and nights, are required to support our 24/7 operation.

Requirements

• 2+ years of experience providing exceptional customer support in a SaaS or technical software company
• Knowledge of HTML/CSS/Javascript or other object-oriented languages, as well as the use of APIs
• Technical curiosity and relentlessness to figure out how things work
• Empathy towards customer’s issues and confidence in your ability to drive them to success
• Customer-oriented mindset: You "own" the customer's problems and are able to solve inquiries effectively and efficiently
• Flexible working hours, as you will be expected to work weekends and nights as part of the regular schedule

Responsibilities

• Respond to customer support inquiries as quickly and accurately as possible via chat, phone, and email
• Take technical escalations and coordinate solutions with your peers
• Evangelize Duda’s product features and assist customers in the adoption of Duda’s products to help them build long-term success
• Engage each account to ensure that every Duda functionality and offering is being leveraged, maximizing the value of each Duda subscription
• Proactively find ways to upskill, train, and build new processes and efficiencies for the betterment of the entire support team
• Advocate for customers’ needs and contribute to our growing knowledge base of articles and videos
• Work cross-functionally with other teams (Sales, Product, QA, Account Management) to advocate for Duda’s wide variety of customers

Preferred Qualifications

Submit an English version of your resume