What are the responsibilities and job description for the Associate Technical Support Engineer position at Staffbase?
About Staffbase
In a polarized world, we inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication so they can thrive in the Narrative Age. Our award-winning communications channels - intranet, employee app and email - deliver experiences that drive engagement and inspire hearts and minds.
We're headquartered in Chemnitz, Germany, with offices in many locations throughout the world, including New York, London, Berlin and Dresden. Our international team counts more than 750 employees from 45 nationalities and we have a growing base of 2200 customers that want to transform their employee experience. We are rapidly scaling, post-Series E ($115 million funding), have strong-growing revenue, and our customers love us.
Staffbase is seeking an Associate Technical Support Engineer to bring their growing technical skills and passion for problem-solving to support our customers. While you may be early in your technical support or development career, you're eager to expand your expertise in a dynamic, collaborative environment. In this role, you'll play a key part in helping our customers resolve technical challenges and maximize their experience with our products, ensuring they achieve their goals with confidence.
What you'll be doing
- Work closely with our after-sales department to find the best setup for our customers' needs
- Take ownership of support tickets (raised by Administrators of the product) and be responsible for funneling them through all process stages until a resolution has been reached
- Oversee and support technical implementation tasks of our internal Customer Success team
- Advise customers on how to best leverage Staffbase APIs and Software Development Kits (SDKs) to fulfill their use cases.
- Assist internal and external technical teams and evaluate issues to avoid and reduce problem occurrence
- Play a key role in helping our customers as a product expert with a strategic mind and high customer-service orientation
- Develop partnerships and be the main point of contact for customers in case of integration, technical solutions, or security questions
- Take ownership of high-priority customer issues and ensure excellent service by using a problem-solving approach
- Improve internal processes focusing on efficiency
- Participate in product discussions to provide insights from a customer perspective
- Closely work together with our colleagues from EMEA and APAC to ensure a "follow-the-sun"-approach to support
- Help to mentor less experienced colleagues
What you need to be successful
What you'll get
