The Role
As a Technical Support Engineer, you will modify products, troubleshoot issues, consult with clients, and collaborate with teams for optimal support processes.
Summary Generated by Built In
Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
Insider One is the #1 platform that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and become unstoppable.
Our story began with six desks and a vision to create a single platform to make industry-first technologies and emerging channels accessible to marketers worldwide. Today, Insider One is powered by 1,500+ team members representing 50+ nationalities across 30+ offices. With AI at its core and an integrated Customer Data Platform (CDP), Insider One unites data, personalization, and journey orchestration across the most extensive set of natively supported channels, including WhatsApp, SMS, Email, Web, App, and Site Search.
We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 2000+ customers from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on.
Insider One was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world. Loved by customers, recognized by analysts, we are the only vendor recognized as the #1 leader in all the capabilities marketing and customer engagement teams need. Don’t just take our word for it — see for yourself. We consistently outperform and continue our leadership, and the results speak for themselves.
From day one, Insider One’s mission has not only been to build a world-class product company, but also to create one of the most socially progressive technology communities in the world. Through our social responsibility initiatives like 100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 30+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM.
Behind all these achievements is an exceptionally talented, visionary team of overachievers that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading.
Our Partner Success Team consists of people from 31 different nationalities. They are how we thrive. They are our story makers. They are quick learners & problem solvers. They are the master problem solvers, they resolve, they care and they ignite. Each of them is part of harmonious teamwork that follows meaningful goals. They are creative and innovative when it comes to implementing best practices, they are strategists and methodological approachers, have their eyes set to converge on the ultimate goal that is the customers’ success in all of the 25 regions. They are top-notch when it comes to forming relationships and stakeholder management. They are the perfect combination of people-driven and data-driven as they thrive on analytical thinking, analysis, and collaboration simultaneously. They are constant impact makers, constant developers, always eager to climb the steps of their career in this ever-growing multinational environment.
We were a company made of 6 tiny desks when we started, so we never forget how important our hard work and dedication are. Until now it has been an inspiring story on our side, so we wanted to let you in on it. The rest? The rest is just this paragraph minimized into some bullet points on what we offer & what we expect. But that’s the thing that makes the difference between storytellers & story makers; the things that grab your soul.
As a Technical Support Engineer, you will play a crucial role in the Operational Excellence Team that owns support processes with our partners using our products and services. To succeed in this role you should be an excellent communicator with solid problem-solving skills.
What You Will Do
- serve as an engineer to modify or customize the products based on customers' requirements,
- troubleshoot the technical issues of the products,
- communicate with customers using Zendesk email to provide solutions,
- consult customers with technical solutions for their requests,
- collaborate with the Product Team to decrease the customization efforts,
- work with global colleagues to optimize technical and service support processes.
What You Will Need
- have a Bachelor’s Degree in software development–related (Computer Engineering, Computer Science, Programming, MIS, etc.) fields,
- know your way around JavaScript, HTML, CSS, and preferably jQuery,
- have at least a year of experience in supporting a software product, ideally in SaaS or with Software Development teams,
- you will be working with US clients according to the US timezone,
- have fluency in written and verbal English,
- have a high sense of responsibility and accountability,
- are able to provide timely responses and follow up systematically,
- are a natural problem solver with a positive attitude and love for helping others succeed,
- have good debugging/troubleshooting skills,
- have good research skills to find the solution.
What We Offer
- Enjoy a monthly meal allowance designed to enhance your daily routine
- Access comprehensive private health insurance.
- Find your people with yoga classes, running and cycling clubs, and nutrition workshops.
- Feed your curiosity with access to Spotify, LinkedIn Learning, Blinkist, MasterClass, Neoskola, and CloudGuru.
- Level up with internal trainings covering AI fundamentals, coding, foreign languages, and a wide range of personal development skills.
- Be part of a diverse team that’s as global as it gets — where every voice is heard and 50+ nationalities build together.
- Become a Shareowner through our eligibility-based “ESOP” and own a piece of what you build.
- Help build the team you want to work with and enjoy rewarding referral bonuses.
- Opportunities to give back to your community through volunteering and purpose-driven social impact projects.
- From global retreats to team-building activities, expect year-round events that turn into lifelong memories.
We aren't just hiring for a position; we are hiring for a mission — a mission to build a lasting legacy that will set the benchmark for the most progressive tech companies out there.
To do this, we are looking for exceptional talent to join a community of good-hearted individuals who take high ownership and are relentlessly driven to go the extra mile.
If this sounds like who you are and where you aspire to be, we are excited to meet you.
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
Please follow Insider One on LinkedIn, Instagram, Youtube, and Medium!
Top Skills
CSS
HTML
JavaScript
Jquery
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The Company
What We Do
Insider—one platform for individualized, cross-channel experiences—enables enterprise marketers to connect customer data across channels and systems, predict their future behavior with an AI intent engine and individualize customer experiences. Marketers use Insider’s platform to deliver experiences across channels like Web, App, Web Push, Email, SMS, and Messaging Apps (WhatsApp, Facebook Messenger, RCS).
Insider recently unlocked unicorn status and NASDAQ congratulated the company for becoming one of the few woman-founded, women-led B2B SaaS unicorns in the world. Insider was named as the #1 Leader in The Forrester Wave for Cross-Channel Campaign Management 2021 and Gartner Magic Quadrant for Personalization Engines 2021. The company has been named #1 Leader on G2’s Mobile Marketing Software and Personalization Grids with a 4.6/5 rating for 20 consecutive quarters. CrunchBase recently ranked Insider’s co-founder and CEO Hande Cilingir as one of the top women CEOs outside the US.
Many of the most prestigious Fortune 500 companies and top brands in retail, automotive, and travel use Insider to deliver AI-backed personalized experiences that exceed customer expectations. Insider is trusted by over 1,200 global businesses, including Singapore Airlines, Virgin, Toyota, New Balance, IKEA, GAP, L’Oreal, Samsung, Newsweek, MediaMarkt, Nissan, AVIS, Marks & Spencer, Allianz, Madeira Madeira, Santander, BBVA, Pizza Hut, Avon, and CNN.
