Solve real problems: assist customers quickly and clearly, investigate root causes, diagnose technical issues and anticipate patterns before escalating
Ensure onboarding that creates autonomy, helping customers implement and extract value from the ecosystem, reducing reliance on support
Work on integrations and technical debugging, supporting with APIs, webhooks, JSON parsing and error investigation before involving developers
Support system tracking by installing scripts, using Google Tag Manager (GTM) and interpreting captured data
Scale support: create and maintain a knowledge base, evolve the chatbot (Gleap) and automate repetitive responses
Use AI as a standard to investigate issues, improve responses and automate operational tasks
Act as a bridge with Product: report bugs clearly, reproduce issues and ensure solutions are communicated back to the customer

Bachelor's degree
Knowledge of HTML and script manipulation
Ability to read and interpret JSON
Knowledge of APIs
Knowledge of webhooks
Experience with technical debugging
Experience with HTTP requests and responses
Knowledge of Google Tag Manager (GTM) or tag logic
Knowledge of events and data collection
Experience using support (help desk) tools for ticket management
Experience providing customer support via tickets/chat, especially on SaaS platforms

Product Support Engineer

Key skills