Remote Technical Support Engineer

Summary

Join our growing team as a Technical Support Engineer to communicate directly with customers via our Support Center and help new and existing customers get up and running with our product.

Requirements

• Located in India
• Experience in a technical support role and/or customer-facing role
• Familiarity or comfort with offering live channel support
• An understanding of basic programming concepts (API, variables, if-else statements, loops, etc.). If you know some Javascript, too, that's even better!
• Excellent written and verbal communication skills
• Be motivated with a self-starter attitude
• Previous work for a SaaS company or an understanding of technical platforms
• Ability to work in a fast-paced, team environment
• Experience with the Marketing Automation industry a plus or supporting email marketing/business communication tools!

Responsibilities

• Triage a diversity of support tickets
• Work on process improvement
• Conduct regular touch points with our Product and Customer Success teams
• Help new and existing customers get up and running with our product
• Diagnose tricky situations
• Aid companies in achieving their business goals

Benefits

• Unlimited PTO - we encourage at least 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
• 16 weeks of paid parental leave (including adoption and foster care)
• 100% paid insurance premiums for you and your dependents
• 401k retirement matching - up to 5% dollar-for-dollar match to retirement contributions
• $1,500 annual healthy lifestyle budget (for gym memberships, classes, fitness equipment)
• $250/monthly Remote Work Stipend to be used for home internet, cell phone, and other miscellaneous remote work costs
• $300/month co-working space rental reimbursement
• $2,000/yearly professional education budget for conferences, courses, workshops, books, etc
• $1,500 home office budget to make sure your working space is ergonomic and just what you need to do your best work!
• One month sabbatical after five years at Customer.io