Position: Advanced Support Engineer for Platform for virtual events
Company: Storypoint
Category: Support
Experience required: 3y
English level: fluent

**WHAT YOU'LL BE DOING**

- Handling complex technical issues/escalations over Zoom, email, and phone
- Helping to configure clients’ accounts & streaming setups to ensure maximum event success
- Managing a queue of web design requests from our enterprise clients
- Proving day-of-event support to our enterprise clients (Amazon, Salesforce, Google, etc.)
- Working cross-functionally with our Product, Engineering, and Custome Success teams to achieve clients’ desired end goals 


**WHAT YOU HAVE**

- Must have excellent verbal and written communication skills in English
4-5 years experience in a successful customer support role in a B2B SaaS company with a clear progression of roles & responsibilities
- Technical background: you have experience troubleshooting APIs, complex integrations, and web design issues
- You may not code every day, but you’re well-versed in HTML, CSS, and Javascript.
- Familiarity with Chrome, Safari, or Firefox web developer tools, APIs, and error logs to diagnose and troubleshoot client issues both with their network and software
- Familiarity with Zendesk & Jira
- Ability to manage multiple competing priorities with a sense of urgency


**ALSO**

- You’re comfortable working with enterprise clients & executives from companies of all sizes and enjoy doing so
- You have a sense of humor and know when and how to use it during escalations
- You’re a people person - you enjoy talking through issues and working directly with clients
- You get into the details - you leave no stone unturned when trying to solve a client’s issue
- You don’t shy away from challenges
- You like to poke holes in things and come up with ways to ideate on existing processes


**COMMUNITY DETAILS AND PERKS**

Comfortable conditions:

- Hybrid format for the time of the pandemic. You can work from home or the office. Also, we wouldn’t mind seeing you once or twice a week.
- Flexible hours of the day start
- 20 business days of compensated day-offs 
- Relocation package for you and your family
- No trial period and super cool 2 weeks’ onboarding


Well-being:

- Health insurance
- Paid sick leaves
- Home office stipend that’s an allowance paid to employees to improve their home office or workspace 
- Quarterly you have 1 mental health day (additional 4 days off a year)
- Family benefits


Growth and development:

- Udemy subscription that gives limitless access to the platform
- English classes