Technical Support Engineer

Summary

Join Customer.io's growing team as a Technical Support Engineer based in the Americas! You will directly support customers via the Support Center, primarily through email. Daily tasks involve triaging support tickets, process improvement, and collaboration with Product and Customer Success teams. You'll help customers utilize the product, troubleshoot issues, and contribute to their business success. This role offers growth opportunities within Engineering, Product, or Customer Success. Customer.io values a strong work ethic, excellent communication, and a passion for problem-solving.

Requirements

• Located in the AMER region
• Start time of 8:00 AM Eastern Standard Time
• 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.)
• Excellent written and verbal communication skills
• Be motivated with a self-starter attitude
• Ability to work in a fast-paced, team environment

Responsibilities

• Communicate directly with customers via the Support Center
• 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
• Advocate for product improvements

Preferred Qualifications

• Previous work for a SaaS company or an understanding of technical platforms
• Experience with the Marketing Automation industry
• Supporting email marketing/business communication tools!
• Knowledge of Javascript

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
• Opportunities to meet in person with your peers throughout the year