1 month ago
Dallas, USA

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.


  • 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.

Application Form