Technical Support Specialist - English Speaker

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.

We have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, we’ve unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, Avon, CNN, and the list goes on.

Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.

When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers. 

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on 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 Specialist in Insider day in and day out you will;

• play a crucial role in the Customer Success Team that owns technical relationships with our partners using our products and services,
• become an excellent communicator while mastering problem-solving skills,
• work in coordination with the Customer Success Managers and be primarily responsible for supporting seamless experience for our partners,
• troubleshoot technical issues, find resolutions for partner requests, review partner queries, and find creative solutions that streamline their requirements and leverage knowledge to help partners get over technical struggles while expanding to the Insider platform,
• contribute to building innovative products by advocating for partners by taking their feedback and sharing it with the Product team to improve processes and product offerings,
• meet important SLAs like response time and the lead time for issue resolutions which is an important aspect.

We want you to join us while we are taking a step into the future if you;

• have a Bachelor’s Degree in Business, Marketing, Engineering, or related fields, 
• have 1+ years of experience in supporting a technical product, ideally in SaaS or experience in MIS or Software Development teams,
• have fluency in written and verbal Arabic and 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,
• know Javascript or other programming languages, would be a plus.

While we are conquering the world, we are offering you;

• A chance to work in an international, diverse, and inclusive environment,
• "Tech Talks" with famous and groundbreaking people from the software world,
• To be part of an industry that’s shaping the future of customer experiences. Don't believe us? Just ask Google,
• Access and opportunity to gain a limitless network all over the globe,
• Access to many hard and soft skills pieces of training to help you improve and challenge yourself,
• access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge,
• A space to share your skills through training sessions and workshops if you wish. Sharing is caring!
• Inclusive Private Health Insurance,
• Smart Work Model side benefits to support food and bill expenses,
• The team activities that are bursting with fun,
• No Dress Code! This is a fast and innovative startup, you can wear whatever you want.

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.

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