Technical Support Expert

Role Overview

• Handle Level 2 Support: Manage complex customer issues on Intercom, including latences, errors (API issues), Fine tuning/batch jobs/features
• Ticket Escalation: Escalate technical, financial, or solution-specific issues to the relevant teams (Engineering, Finance, Solution)
• Knowledge Base Management: Build and update FAQs and knowledge resources to empower customer self-service
• Customer Communication: Provide clear, friendly, and proactive responses; follow up as needed,
• Process Optimization: Work with bot and human support to streamline responses and reduce ticket volume
• Customer Focus: Maintain a customer-centric approach, ensuring a positive and efficient experience, especially for mid-tier paying users.

Requirements

• Bachelor’s degree or equivalent in Business, Communications, or related field
• Previous experience in technical customer support roles.
• Proven track record of resolving complex customer issues.
• Experience working with cross-functional teams (e.g., engineering, finance).
• Proficient in customer support platforms (e.g., Intercom, Zendesk).
• Experience with knowledge base management and FAQ creation.
• Familiarity with Tech products and common industry issues.
• Strong written and verbal communication skills in English.
• Excellent problem-solving abilities.
• Customer-centric mindset with a focus on empathy and proactive service.

Benefits

• 💰 Competitive salary and equity.
• 🚑 Healthcare: Medical/Dental/Vision covered for you and your family.
• 👴🏻 Pension : 401K (6% matching)
• 🏝️ PTO : 18 days
• 🚗 Transportation: Reimburse office parking charges, or $120/month for public transport
• 🏀 Sport: $120/month reimbursement for gym membership
• 🥕 Meal stipend: $400 monthly allowance for meals (solution might evolve as we grow bigger)
• 🌎 Visa sponsorship
• 🤝 Coaching: we offer BetterUp coaching on a voluntary basis