Senior Technical Support Engineer

A DAY IN THE LIFE OF:

Duda is the leading website builder for web professionals, marketing agencies, and vertical SaaS platforms that serve small businesses. Duda has partnered with some of the World's biggest tech and media players, including GoDaddy, TripAdvisor, Appfolio, ZenBusiness, Thryv, and many more. Over 1 million sites have been created on the Duda platform by over 20,000 agency and SaaS companies across the globe. Duda is a profitable business and has raised $100 million in funding from investors including Susquehanna Growth Equity, Pitango VC, Claridge, and Zeev Ventures.

We’re looking for a Technical Support Engineer who will provide advanced technical support to our growing web designers and professional customer base. As part of our Customer Success team, you will also help drive product adoption, share best practices, and implement growth and optimization strategies to drive maximum value and success with new and existing Duda customers.

If you are passionate about using your technical skills to solve customer issues, have proven knowledge of HTML/CSS/Javascript, and are looking to help build a world-class customer support team, this is the perfect opportunity!

WHAT YOU’LL DO:

• Respond to customer support inquiries as quickly and accurately as possible via chat, phone, and email
• Take technical escalations and coordinate solutions with your peers
• Evangelize Duda’s product features and assist customers in the adoption of Duda’s products to help them build long-term success
• Engage each account to ensure that every Duda functionality and offering is being leveraged, maximizing the value of each Duda subscription
• Proactively find ways to upskill, train, and build new processes and efficiencies for the betterment of the entire support team
• Advocate for customers’ needs and contribute to our growing knowledge base of articles and videos
• Work cross-functionally with other teams (Sales, Product, QA, Account Management) to advocate for Duda’s wide variety of customers

WHAT YOU BRING:

• 2+ years of experience providing exceptional customer support in a SaaS or technical software company
• Knowledge of HTML/CSS/Javascript or other object-oriented languages, as well as the use of APIs
• Technical curiosity and relentlessness to figure out how things work
• Empathy towards customer’s issues and confidence in your ability to drive them to success
• Customer-oriented mindset: You "own" the customer's problems and are able to solve inquiries effectively and efficiently

Please note:This position requires flexible working hours, as you will be expected to work weekends and nights as part of the regular schedule. Our Duda team operates 24/7 to ensure the highest level of service for our customers/clients. Adapting to changing schedules and contributing effectively during these times is essential.

*Please submit an English version of your resume when applying. Please note that all interviews will be done in English.

Duda is an equal-opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law. If you have a disability or special need that requires accommodation to navigate our careers site or to complete the application process, please contact [email protected]. 

Want to learn more about Duda? Check us out here!