Technical Support Engineer

Parloa is a rapidly growing startup in the field of Generative AI and customer service, seeking a Technical Support Engineer to enhance customer experiences. In this role, you will be responsible for resolving technical issues, educating users on the Parloa platform, and collaborating with various teams to improve customer support processes.

Responsibilities:

• Analyze and promptly respond to customer queries related to the Parloa platform
• Develop deep expertise in our systems and evolve into an “Agent Builder”
• Collaborate closely with cross-functional teams, including Customer Success, Product, and Engineering, as well as external partners
• Take ownership of technical issues, drive them to resolution, and know when to involve senior engineers or product owners
• Proactively suggest improvements to elevate the overall customer experience
• Contribute to shaping and improving customer support processes within Parloa
• Help create and maintain runbooks, documentation, and best practices
• Collect structured feedback from customers and share insights with Product and Engineering

Requirements:

• 2–4 years of experience in a customer-facing technical support or similar role, ideally in the tech or SaaS environment
• Strong collaboration skills and a supportive mindset toward teammates
• Proven ability to troubleshoot technical problems, identify root causes, and communicate solutions clearly
• Ability to thrive in a fast-paced and sometimes ambiguous environment, with a willingness to learn quickly and adapt to product changes
• Experience with ticketing and CRM tools
• Excellent communication skills in both written and spoken form, with the ability to tailor your message to technical and non-technical audiences
• Basic working knowledge of APIs, using logs, and debugging tools
• Basic understanding of JavaScript and/or TypeScript