Technical Support Engineer

Summary

Join Customer.io as a Technical Support Engineer based in the Americas region and communicate directly with customers via the Support Center. You will triage support tickets, work on process improvements, and collaborate with Product and Customer Success teams. Daily tasks include assisting customers with product onboarding, diagnosing issues, and helping them achieve business goals. Strong written communication skills are essential, as most communication is via email. Growth opportunities within Engineering, Product, or Customer Success teams are available. Customer.io offers a competitive salary and benefits package.

Requirements

• Located in the AMER region
• Please note that this role requires a 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
• Previous work for a SaaS company or an understanding of technical platforms
• Ability to work in a fast-paced, team environment

Responsibilities

• Communicate directly with customers via our 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

• Experience with the Marketing Automation industry
• If you know some Javascript, too, that's even better!
• Supporting email marketing/business communication tools!

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
• We also have opportunities to meet in person with your peers throughout the year