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The Role
Serve as the primary technical contact for assigned enterprise customers. Provide support through email, chat, and phone; troubleshoot complex web technology issues; analyze logs; track defects in Jira; and collaborate with Development, QA, Product, Sales, and Customer Success teams. The role focuses on customer relationship management, onboarding, product adoption, issue resolution, and delivering support within SLAs in a remote SaaS environment.
Summary Generated by Built In
Wingify is a remote-first company with more than $100M in revenue, serving over 4,000 customers worldwide, supported by a team of nearly 800 talented people across 11 global offices. We pride ourselves on innovation, customer focus, and a collaborative remote work culture.
About the Role:
We are seeking a proactive and customer-centric Technical Account Manager- customer support specialist to join our team. In this role, you will be the dedicated technical point of contact for assigned customers, ensuring all their queries and issues related to the product are addressed promptly. You will leverage your technical expertise and customer service skills to build strong relationships, resolve complex issues, and drive product adoption. This role requires a strong understanding of web technologies and a passion for delivering exceptional customer experiences.
Responsibilities:
- Serve as the primary technical contact for assigned customers, building and maintaining strong relationships.
- Provide expert technical support via email, chat, and phone, addressing complex customer inquiries and troubleshooting technical challenges within the defined SLAs.
- Collaborate with Development, QA, and Product Management teams to resolve customer issues and provide feedback for product improvements.
- Log and track software defects using our bug tracking system (e.g., Jira), ensuring timely resolution.
- Collaborate with the Sales and Customer Success teams to ensure seamless customer onboarding and ongoing support.
Professional Competencies:
- Strong understanding of web applications, HTML, JavaScript, CSS, and jQuery (mandatory).
- Proven experience in supporting enterprise customers and managing technical accounts.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to analyze logs and diagnose complex technical issues.
- Proactive, results-oriented, and able to manage multiple priorities.
- Experience with bug tracking systems (e.g., Jira) and CRM tools (e.g., Salesforce).
Desired Skills & Experience:
- 2 - 6 years of experience in a technical account management or customer support role.
- Bachelor’s degree in Computer Science or a related field.
- Strong understanding of web technologies and SaaS products.
- Excellent written and verbal communication skills.
- Experience working with remote teams.
Job Location: Fully Remote
Skills Required
- Strong understanding of web applications, HTML, JavaScript, CSS, and jQuery
- Experience supporting enterprise customers and managing technical accounts
- Excellent written and verbal communication skills
- Strong analytical, troubleshooting, and problem-solving skills, including log analysis
- Experience with bug tracking systems such as Jira
- Experience with CRM tools such as Salesforce
- 2–6 years of experience in technical account management or customer support
- Bachelor's degree in Computer Science or a related field
- Strong understanding of web technologies and SaaS products
- Experience working with remote teams
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The Company
What We Do
Wingify, doing business as VWO, is an India-based software company that develops technology products for digital experience optimization. Its VWO platform helps fast-growing companies run experimentation and conversion programs, enabling them to build extraordinary digital experiences and improve performance. The company delivers these capabilities through a single platform for websites and digital products, with a remote-first operating model.
