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Mid LevelFull-timeRustAPI
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Specialist to join our Customer Support team at Supermetrics. This role will serve as a key partner for customers, helping them use our marketing analytics platform to make informed business decisions.
Key Responsibilities
- →Serve as the primary point of contact for customers seeking technical assistance via email, video conferencing, and live chat.
- →Diagnose and resolve technical issues related to our marketing analytics technology platform, including software configuration, data integrations, and API usage.
- →Collaborate with customers to understand their technical requirements and provide tailored solutions.
- →Escalate unresolved issues to internal teams like engineering or product development while managing customer expectations.
- →Document customer interactions, issues, and resolutions in our Support ticketing system.
- →Assist in developing and maintaining technical support documentation, including knowledge base articles and troubleshooting guides.
- →Stay updated on product enhancements and industry best practices.
- →Participate in regular training sessions to enhance technical knowledge.
Requirements
- ✓2-3 years experience delivering technical support within a Martech or SaaS company.
- ✓Bachelor's degree in a technical discipline or equivalent experience.
- ✓Basic web programming and SQL knowledge.
- ✓Familiarity with web technologies, APIs, data integrations, and data warehousing.
- ✓Experience with CRM systems and support ticketing platforms (e.g., Salesforce, Zendesk).
- ✓Effective problem-solving skills and self-driven research abilities.
- ✓Highly motivated with strong prioritization skills in a remote work environment.
- ✓Clear and flexible communication skills with both internal and external parties.
- ✓Mindset of continuous personal growth and development.
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