Note: The job is a remote job and is open to candidates in USA. Userpilot is a B2B SaaS Product Growth Platform that helps companies improve product engagement and analytics. The Customer Support (SaaS) role serves as the voice of customers, diagnosing implementation issues, resolving inquiries, recommending best practices, escalating issues, and contributing to documentation and process improvements.
Responsibilities
- Diagnose and resolve implementation issues across Userpilot SDKs, APIs, and integrations
- Craft pragmatic solutions by understanding customer use cases and leveraging Userpilot’s toolset to achieve desirable outcomes
- Answer customer inquiries using your deep product knowledge. Explain behaviors clearly and recommend best practices
- Escalate thoughtfully when needed, summarizing the context, impact, and next steps to the appropriate team to drive a timely resolution
- Contribute to documentation and offer suggestions for process improvements
Skills
- * A minimum of 1 year of experience as a Technical Support Engineer
- * A degree in Computer Science, Information Technology, or similar technical disciplines
- * Excellent English speaking, writing, and reading comprehension
- * Creative and critical thinking to deliver effective workarounds while continuously learning and adapting to new problems
- * Great knowledge of modern web technology fundamentals and debugging tools (HTML/CSS/JS, HTTP/REST, client-side apps, JSON, client–server concepts, Web DevTools)
- * Ability to demonstrate empathy, clear communication, and strong ownership
- * Experience with data analytics tools
- * Development experience of web applications
Benefits
- Attractive performance bonuses
- Training opportunities
- Participation in industry events and conferences
- Excellent opportunities for career progression
- Dynamic work environment
- 15 PTOs
- Winter Break
- Local Public holidays
Company Overview