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Mid LevelFull-timeJavaScriptTypeScriptJavaMachine LearningAINLP
Salary Range
$76,500 - $103,500 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Engineer to join our team at Parloa. This role focuses on delivering exceptional customer experiences by resolving technical issues and providing clear, solution-oriented guidance.
Key Responsibilities
- →Analyze and promptly respond to customer queries related to the Parloa platform
- →Develop deep expertise in our systems and evolve into an “Agent Builder”
- →Collaborate closely with cross-functional teams, including Customer Success, Product, and Engineering
- →Take ownership of technical issues, drive them to resolution, and know when to involve senior engineers or product owners
- →Proactively suggest improvements to elevate the overall customer experience
- →Contribute to shaping and improving customer support processes within Parloa
- →Help create and maintain runbooks, documentation, and best practices
- →Collect structured feedback from customers and share insights with Product and Engineering
Requirements
- ✓2–4 years of experience in a customer-facing technical support or similar role, ideally in the tech or SaaS environment
- ✓Strong collaboration skills and a supportive mindset toward teammates
- ✓Proven ability to troubleshoot technical problems, identify root causes, and communicate solutions clearly
- ✓Ability to thrive in a fast-paced and sometimes ambiguous environment, with a willingness to learn quickly and adapt to product changes
- ✓Experience with ticketing and CRM tools
- ✓Excellent communication skills in both written and spoken form, with the ability to tailor your message to technical and non-technical audiences
- ✓Basic working knowledge of APIs, using logs, and debugging tools
- ✓Basic understanding of JavaScript and/or TypeScript
Benefits
- ★Global Collaboration: Work closely with a supportive, international team in Berlin and New York City
- ★Flexible Work Environment: Enjoy a hybrid work model with opportunities to collaborate in person at our London co-working space
- ★Attractive Compensation Package: Competitive salary, equity options, and a performance-based bonus structure
- ★Professional Growth: Dedicated budget for training, conferences, and professional development
- ★Work-Life Balance: Flexible working hours, 28 days of vacation, and the opportunity to work from anywhere
- ★Supportive Team Culture: Join a dynamic, diverse, and inclusive team with regular social events and office perks
