<p>Hi, I'm Caitlin, a Technical Support Manager at <a href="http://customer.io/">Customer.io</a>. I’m looking for a Technical Support Engineer to join our team based in North America.</p>
<p>As a Technical Support Engineer, you’ll communicate directly with our customers via our Support Center. Our team is especially excited to hear from folks with Technical Support backgrounds who have experience communicating technical tasks mostly over email—a strong ability to communicate in writing is more than nice to have.</p>
<p>On a day-to-day, you’ll triage a diversity of support tickets as well as work on process improvement, and conduct regular touch points with our Product and Customer Success teams. You'll also help new and existing customers get up and running with our product, diagnose tricky situations, and aid companies in achieving their business goals. Our TSEs have contact with more customers than anyone else in the company, so you’re our secret sauce to ensure we provide a remarkable customer experience. Our customers are core to everything we do (it’s in our name!) - so it's key to bring your passion to customers and help solve their problems to advocate for product improvements.</p>
<p>Today, our Technical Support team is powered by Zendesk for ticketing, Linear for bug tracking, and Zapier for automating support team workflows. We support our customers through email and live chat. While we mostly interact with each other through Notion and Slack, it’s not uncommon for us to jump on a Zoom or Roam pairing session or a video call to clarify customer scenarios or share tips to remedy customer issues.</p>
<p>Are you interested in growth opportunities? So are we. Our Technical Support Team offers various career paths, such as our Engineering, Product, or Customer Success Teams. We're looking for folks who want to develop professionally as Customer.io grows.</p>
<h3>About Customer.io</h3>
<p>Over 8,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day.&nbsp;<a href="http://customer.io/">Customer.io</a>&nbsp;powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.</p>
<h3><strong>What we are looking for:</strong></h3>
<ul>
<li>Experience in a technical support role and/or customer-facing role</li>
<li>Familiarity or comfort with offering live channel support</li>
<li>An understanding of basic programming concepts (API, variables, if-else statements, loops, etc.). If you know some Javascript, too, that's even better!</li>
<li>Excellent written and verbal communication skills</li>
<li>Be motivated with a self-starter attitude</li>
<li>Previous work for a SaaS company or an understanding of technical platforms</li>
<li>Ability to work in a fast-paced, team environment</li>
<li>Experience with the Marketing Automation industry a plus or supporting email marketing/business communication tools!</li>
<li><strong>Availability to begin work at 7:00am or 8:00am EST</strong></li>
</ul>
<h3><strong>About you:</strong></h3>
<ul>
<li>You love technical problem-solving and demonstrate curiosity.</li>
<li>You enjoy helping others with your technical knowledge and take pride in your work.</li>
<li>You see every support interaction as an opportunity to improve the customer experience.</li>
<li>You take ownership of delivering results and get satisfaction from getting things done.</li>
<li>You’re passionate about learning new things.</li>
<li>You’re not afraid to ask questions if you’re confused about how something works.</li>
<li>You understand written communication is not always flawless and assume the best intentions during interactions with customers and your team. Empathy is one of your strongest attributes.</li>
</ul>
<h3>Compensation &amp; Benefits</h3>
<p>We believe in transparency. The salary for this role is $70,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.</p>
<p>We know our people are what make us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including&nbsp;<strong>100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family</strong>. We also offer&nbsp;<strong>16 weeks paid parental leave, unlimited PTO</strong>, stipends for remote work and wellness, a professional development budget, and more.</p>
<p><a href="https://customer.io/careers#:~:text=our%20collective%20success.-,BENEFITS,-Our%C2%A0">See full benefits here →</a></p>
<h3>Our Process</h3>
<p>No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.</p>
<ul>
<li>30-minute Zoom call with Recruiter</li>
<li>45-minute Zoom call with Hiring Manager</li>
<li>45-minute Homework Review Call with Team</li>
</ul>
<p>All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.</p>
<p><a href="http://customer.io/">Customer.io</a>&nbsp;recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.</p>
<p>Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official&nbsp;<a href="http://customer.io/">Customer.io</a>&nbsp;letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact&nbsp;<a href="mailto:jobs@customer.io">jobs@customer.io</a>.</p>
<h3>Join us!</h3>
<p>Check out our&nbsp;<a href="https://customer.io/careers/">careers page</a>&nbsp;for more information about why you should&nbsp;<a href="https://customer.io/about/">come work with us!</a>&nbsp;We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read — apply now.</p>
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