Position: 1st. Line Support Engineer / Customer Success Engineer
Company: Freelance
Experience required: 3y
Category: Support
English level: fluent
Published: 2020-11-01T00:00:00+02:00

Our client is a Salesforce-native customer engagement toolset that helps its clients to lead their team to repeatable revenue. Covering the full sales cycle from getting the first touch to closing and upselling, our clients’ product allows users to analyze, execute and lead their growth strategy.

TO DO LIST:
Providing the 1st. line support for the company’s software products;
Respond to Customer Support Cases and Escalations in a timely manner and maintaining high customer satisfaction;
Pro-actively monitor the customers’ activities and to resolve or escalate the customers’ issues;
Drive the issues resolution and custom solutions implementation;
Manage technical discovery sessions to gather Customer requirements;
Conduct Data and Configuration audits to verify integration prior to launch, and assist in other testing/QA activities in support of getting your Customers live;
Drive prove-of-concept projects;
Recommend best-practice approaches to integration, implementation, and product configuration, and provide technical instruction to Customer teams during Onboarding;
Partner with cross-functional teams. Work with Product Management, Support, and Engineering to translate Customer business needs and product feedback into new solutions. Assist Sales in setting up prospective customers for success in onboarding;
Be a reliable direct point-of-contact for the company’s customers (mainly located in the USA);
Document the requirements and integration approach for the Customers;
Document the use cases and support cases in the knowledge base.

QUALIFICATIONS:
Excellent spoken and written English is a must;
3+ years relevant work experience in a customer-facing customer success engineering, professional services, or technical consulting role. SaaS experience preferred;
Demonstrated cloud and desktop software troubleshooting skills;
Demonstrated web applications troubleshooting skills;
Demonstrated Windows desktop OS troubleshooting skills;
Experience with application logs investigation and interpretation;
Advanced Microsoft Outlook user;
Understanding of SQL databases;
Familiarity with Salesforce.com or other CRM platform;
Familiarity with JIRA or other ticket tracking system;
Experience with requirements gathering;
Strong analytical skills;
Customer-oriented mindset;
Product quality improvement-oriented mindset;
Basic XML knowledge;
Ability to work on shifted schedules (USA work hours);
Experience in technical documents writing (in English).

NICE TO HAVE:
Knowledge of Microsoft Azure Application Insight;
com custom development;
Enterprise application development or integration;
Web Development, including HTML and JavaScript;
Experience with MAC OS applications troubleshooting;
Responsible and self-motivated;
Ability to learn new technologies;
Ability to multitask and prioritize between competing activities;
Ability to travel abroad for onsite customer workshops and events (1-2 weeks).

QUIRKS & PERKS:
Friendly, informal, and knowledge-sharing environment with smart people around you;
Chance to join a team and a company globally recognized for its cutting edge products;
A great opportunity for your further professional growth;
A nice monthly salary 2000-2500$ (which as always depends on skills);
20-days of annual paid vacation;
20-days paid out of office work annually;
Premium medical insurance for those who successfully pass their trial period;
Corporate activities, including common travels, skiing, events, team numerous buildings;
Partly or fully paid trainings (when necessary);
Snacks and drinks in the office;
Table football, ping-pong in the office;
Performance bonus program;
Office location in downtown, nearby Olimpiyska metro station.