Support Engineer

Job description

We’re looking for a passionate engineer who loves helping people, solving problems and wants to be a major factor in the success of our customers. This position is for someone who is technical, but also wants to stay close to customers at a fast-moving startup.

The main responsibility of a Support Engineer is to provide answers and solve technical issues that Survicate customers are facing. Most customer interactions happen within Intercom - customer messaging platform we use, but sometimes we jump on quick calls with customers to resolve issues more effectively. Support Engineers also spend time improving documentation, building scalable resources and finding ways to more effectively and when possible proactively resolve customer questions.

Requirements

Your skills and experience:

  • You have a strong commitment to learning the ins and outs of a complex product
  • Basic knowledge of programming. You don’t have to be proficient in one of the languages we use but you should have an active interest in learning them
  • A real interest in helping customers who range from experienced developers to non-technical
  • Excellent written and verbal communication skills with the ability to explain complex topics in easily understood, concise language [English]
  • Ambition, eagerness to learn and improve, passion for tech and the future of the internet

In a typical week as a support engineer at Survicate you’ll:

  • Solve technical problems for customers on a daily basis
  • Communicate with customers, both via chat and phone, to help resolve technical issues
  • Improve team efficiency by creating internal content and improving public documentation
  • Influence the direction of the product through daily communication with our customers and consistent collaboration with our product team
  • Help developers resolve issues more effectively by debugging and documenting complex issues of our customers
  • Support sales process by helping the team prepare solutions as well as assist the team in demo calls with more technical potential customers
  • Maintain customer promises by keeping tickets updated
  • Utilise inherited and learned technical knowledge ( basics of HTML and CSS, JavaScript, REST APIs, iOS and Android mobile SDKs)
  • Enjoy collaborating with your coworkers, and finish work on time


Why Survicate?

  • At Survicate you'll be working with great people-friendly, talented, original folks. You’ll have a chance to learn from some of the best people you’ve ever met and we’ll get to learn from you
  • Working on a product that is used by over 47,000 users worldwide
  • A small team so you won’t be one of the dozens. Your impact will be felt inside and outside the company
  • Experienced, remote-first team with healthy processes. Friendly and time-respectful teammates
  • Flexible career path options
  • 26 days of paid annual leave for all employees
  • Multisport cards, private health care & benefit platform

Send your CV, relevant work samples, and anything else that will make you stand out.