Associate Technical Support Engineer

Staffbase is seeking an Associate Technical Support Engineer to bring their growing technical skills and passion for problem-solving to support our customers. While you may be early in your technical support or development career, you’re eager to expand your expertise in a dynamic, collaborative environment. In this role, you’ll play a key part in helping our customers resolve technical challenges and maximize their experience with our products, ensuring they achieve their goals with confidence.

What you’ll be doing

1. Work closely with our after-sales department to find the best setup for our customers’ needs.
2. Take ownership of support tickets (raised by Administrators of the product) and be responsible for funneling them through all process stages until a resolution has been reached.
3. Oversee and support technical implementation tasks of our internal Customer Success team.
4. Advise customers on how to best leverage Staffbase APIs and Software Development Kits (SDKs) to fulfill their use cases.
5. Assist internal and external technical teams and evaluate issues to avoid and reduce problem occurrence.
6. Play a key role in helping our customers as a product expert with a strategic mind and high customer-service orientation.
7. Develop partnerships and be the main point of contact for customers in case of integration, technical solutions, or security questions.
8. Take ownership of high-priority customer issues and ensure excellent service by using a problem-solving approach.
9. Improve internal processes focusing on efficiency.
10. Participate in product discussions to provide insights from a customer perspective.
11. Closely work together with our colleagues from EMEA and APAC to ensure a “follow-the-sun” approach to support.
12. Help to mentor less experienced colleagues.

What you need to be successful

1. You have at least 3+ years of previous technical support, development, consulting, professional services, or engineering experience.
2. You love strategically working with clients.
3. You possess outstanding written and verbal communication skills, with the ability to go a mile deep with technical customer resources or to explain the most basic capabilities to a business user.
4. You have excellent presentation skills for presenting business-oriented solutions and advanced technical concepts.
5. You have experience leading and crafting technical projects, engaging with and motivating change across multiple levels of IT executives and organizations.
6. You have experience working directly with Sales and Success teams, Consultants, and System Integrators.
7. You have a degree in Computer Science, Software Engineering, or a related field.
8. Knowledge of web design with front-end technologies such as HTML, CSS, and Javascript.
9. Ability to prioritize and manage time – Technical projects often have fixed deadlines that cannot be averted.
10. Broad knowledge of web development and programming languages like Typescript, Java, PHP, NodeJS, etc.
11. Experience with enterprise software is a plus: SAP, Workday, Okta, ADP, HRIS, etc.
12. Knowledge about security and compliance topics in a SaaS environment is a plus.

What you’ll get

1. Competitive Compensation – we offer attractive salary packages including an Employee Stock Option Plan.
2. Flexibility – we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $1608.
3. Growth Budget – all employees get a yearly budget for external training of $1100.
4. Wellbeing – in addition to 30 days PTO and 10 wellness days, we’re running a 4-day work week every year in August.
5. Support – we’re offering a 401(k) plan with company match and health plans, including dental & vision. Parents can get 12 weeks of paid parental leave.
6. Team Building – Regular team and office events including the yearly Staffbase Camp.
7. Volunteer Day – you’ll get one day off per year for supporting a social project. We will donate a small amount for that project in addition.
8. Employee Referral Program – one of your friends is a fit for one of our full-time openings? Refer them and get a referral bonus paid.

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