We are looking for a Middle-level Technical Support Engineer who loves working with computer software, solving customer problems, and who wants to be part of a fast-growing, industry-leading international company.

We expect candidates with high-energy, lifelong learners who value work-life balance and are 110% dedicated to delivering their best productivity which finally results in the success of our customers.

Responsibilities

• Train, hands-on optimization a technical support team for Level 1 and Level 2 functions for multiple software products deployed on-premise and in Cloud;
• Support process improvements and improve performance by measuring KPIs related to ticket resolutions SLAs & customer satisfaction scores;
• Evaluate and analyze issues & their impact to resolve or escalate tickets as needed;
• Deliver product feedback to Business and Product Managers and Technical Leads with the goal of reducing the inbound issues from customers;
• Identify trends in support requests to help create long-term solutions.

Required experience and skills

• At least 3+ years experience in leading Support teams in a start-up or fast-paced environment;
• Knowledge of Zendesk or similar ticketing system;
• Basic understanding of B2B SaaS products, and IT security;
• To be a first principles thinker, able to clearly communicate your viewpoint verbally and in writing based on experience, data, and logic;
• Strong interpersonal skills and ability to work with customers & cross-functional teams;
• Analytical thinker who can deliver actionable recommendations, analyze various communication channels and develop metrics to track success;
• You have a strong sense of responsibility for your domain, self-motivation, detail-attentiveness, and action drive with the ability to take initiative, execute and follow through.

We offer

• Competitive salary based on your professional experience;
• Career growth opportunities;
• Flexible work schedule;
• Minimum of bureaucracy;
• Professional skills development and training programs;
• Paid sick leaves, and vacation days in addition to public holidays;
• Corporate events;
• Possibility to work remotely.