Customer Support – SaaS
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Job Description
Customer Support Engineer troubleshooting Userpilot’s B2B SaaS product engagement platform. Resolving SDK, API, integration, and web technology implementation issues for customers.
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 deep product knowledge
- Explain product behaviors clearly and recommend best practices
- Escalate thoughtfully when needed, summarizing context, impact, and next steps to the appropriate team
- Contribute to documentation
- Offer suggestions for process improvements
Requirements:
- 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
- Bonus: Experience with data analytics tools
- Bonus: Development experience of web applications
Benefits:
- Competitive base salary and 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
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