About this role
The team is seeking a Product Support Engineer to join their Scaleups Team. In this role, you will be the first line of technical engagement for customers using the team cloud telephony, communication APIs, and customer engagement platform. Your primary responsibility is to ensure that customers receive timely, accurate, and empathetic support while troubleshooting issues and understanding product behavior.
Key Responsibilities:
- Provide first-level technical support to customers, addressing inquiries and resolving issues.
- Assist customers in understanding product features and functionalities to maximize their use of the platform.
- Collaborate with cross-functional teams to escalate and resolve complex technical issues.
- Document customer interactions and technical solutions in the support ticketing system.
- Stay updated on product updates and enhancements to provide informed support.
Required Skills & Qualifications:
- Strong technical background with experience in cloud telephony or communication APIs.
- Excellent problem-solving skills and attention to detail.
- Ability to communicate technical concepts clearly to non-technical users.
- Experience with customer support tools and ticketing systems.
- Familiarity with programming languages or scripting is a plus.
Experience:
- 3-5 years of experience in a technical support role, preferably in a SaaS or technology environment.
What we offer:
- A dynamic work environment with opportunities for professional growth.
- The chance to work with innovative technology and a talented team.
- A supportive culture that values collaboration and continuous learning.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.