We’re looking for Senior Technical Support Specialist to join our Customer Support team in the US (EST time zone).
In this role, you will…
- Solve Complex Technical Challenges: Tackle intricate technical issues and provide expert-level support for our most demanding customers.
- Build Strong Customer Relationships: Collaborate closely with customers to understand their unique needs, offer strategic advice, and deliver exceptional service.
- Drive Product Innovation: Work with cross-functional teams to identify opportunities for improvement and contribute to the development of new features.
Your day-to-day work and responsibilities include…
- Customer Support: Serve as the primary point of contact for complex technical issues, providing expert-level support via multiple channels (email, phone, chat).
- Customer Collaboration: Collaborate with customers to understand their needs, provide tailored solutions, and manage expectations.
- Technical Troubleshooting: Diagnose and resolve advanced technical problems related to our marketing analytics platform, including software configuration, data integrations, and API usage.
- Issue Resolution: Escalate critical issues to relevant teams, track their progress, and ensure timely resolution.
- Knowledge Management: Maintain and update technical documentation, including knowledge base articles and troubleshooting guides.
- Product Expertise: Stay current with product features, industry trends, and best practices to deliver effective support.
- Team Collaboration: Collaborate with cross-functional teams to share knowledge, improve processes, and enhance customer experience.
This position is for you if you have…
- 5+ years of experience in technical support, preferably in SaaS
- Strong troubleshooting skills for complex technical issues
- Proficiency in web technologies, APIs, data integrations, and data warehousing
- Basic programming or SQL knowledge
- Familiarity with Business Intelligence tools (e.g., Google Data Studio, Tableau)
- Experience with CRM systems and ticketing platforms (e.g., Salesforce, Freshdesk)
- Proficiency in using spreadsheets (Google Sheets, Excel)
- Excellent communication skills, both written and verbal, and the ability to explain technical concepts clearly to non-technical users
- Customer-centric mindset with a focus on delivering exceptional support
- Ability to work independently and collaboratively in a fast-paced environment
Benefits we offer…
- Competitive compensation package including equity
- Excellent work equipment (Macbook + iPhone)
- Flexible remote work policy
- 100% paid medical, dental, vision for you and the whole family!
- Annual 1000 USD of personal learning budget
- Biweekly UberEats stipend
- 20 Days PTO + 10 Days Compassionate Leave
- Amazing culture and a lot of fun team events
Benefits may vary depending on location.
Hear why our team likes it here at supermetrics.com/careers/life-at-supermetrics.
#LI-Remote / #LI-Hybrid #LI-FullTime #LI-MiddleToSeniorLevel
Supermetrics is committed to providing a welcoming and inclusive workplace for all. We believe that a diverse workforce is a strong workforce, and we are dedicated to creating an environment where everyone feels valued and respected.
If you require any reasonable accommodations during the application or interview process, please do not hesitate to let us know. You can reach us at talentacquisition@supermetrics.com All requests for accommodation will be kept confidential.
Join us on our mission to make data a marketing superpower
Supermetrics is a frontrunner in data integration technology, with 15% of global advertising spend reported through our products.
Our technology streamlines marketing data for over 200,000 businesses through a network of agencies and customers like Shopify, HubSpot, and Nestlé. We help marketers master their data and turn it into insights that improve business results and predict the best next step. Since our founding in 2013, we've grown profitably to reach 750K+ users and over 50M€ in annual recurring revenue.
We're a team of 360+ growth-minded people from diverse backgrounds. Together, we make a multicultural, resourceful, and collaborative team.
Supermetrics operates on trust, transparency, and a keen customer focus. Forward-looking and action-oriented, we work hard to be the leader in our industry. As team players, we help each other and win together.
We're hiring for a diverse, competent, and collaborative team and building an inclusive workplace where everyone is treated fairly and respectfully.
It all started with a Google t-shirt... Read the rest of our growth story at supermetrics.com/about.
What We Do
Supermetrics is a pioneer in marketing intelligence technology. We help marketing teams connect, manage, analyze, and activate their data to drive business growth.
Trusted by 200,000 companies worldwide, we process 15% of global marketing data. Since our founding in 2013, we’ve grown profitably to 50M€ in annual recurring revenue. And we’re just getting started!
Why Work With Us
We’re a global team of 360 growth-minded people from 11 countries, representing 45 nationalities. Forward-looking and action-oriented, we’re committed to raising the bar in the industry. As team players, we help each other and win together.
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