Technical Support Engineer 2

• Provide product support for customer inquiries via telephone, email, social media, and chat
• Assess product or service issues and resolve complex support problems
• Log customer interactions and tag/categorize issues
• Resolve a consistent monthly volume of tickets
• Serve as an escalation point for moderately complex support issues and escalate to Product and Engineering as necessary
• Identify improvements to existing processes and procedures
• Mentor newer Customer Support team members
• Contribute knowledge-base content for team and customer enablement
• Meet Support SLAs and CSAT goals and manage ticket queues
• Perform incident reporting and on-call duties
• Perform other duties as required

• 3+ years experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies
• Demonstrated customer focus, empathy, active listening, and ability to diplomatically address customer concerns and provide feedback
• Experience communicating complex technical issues to technical and non-technical audiences via phone or email
• Strong, creative problem solving skills
• Quick learner, willing to take initiative, with great follow through
• Ability to remain calm and effective at higher workloads and excel at prioritization and evaluation of situational urgency
• High-energy, optimistic outlook and positive attitude
• Empathetic approach to troubleshooting and customer service
• Attention to detail and ability to ramp up quickly on new products, technologies, and evolving customer or business needs
• Accountability and ownership of outcomes
• Self-motivation
• Ability to complete company-linked goals and tasks before launching new initiatives
• Willing to work from 8:00 AM to 5:00 PM Ireland local time, Tuesday–Saturday
• Reading/debugging HTML (a plus)
• SQL (a plus)
• Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles (a plus for some roles)
• Postman or other API client experience (desired)

• Competitive pay
• Generous time off
• Ample parental leave
• Wellness leave
• Healthcare
• Retirement savings program
• Support for employee volunteering and donation efforts
• Remote-first work arrangement
• Occasional travel opportunities for project or team in-person meetings