Vaga de Technical Support Engineer - Brazil
1 vaga: | Publicada em 03/07
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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 usWe 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 Marketingoffers 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. Weve 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, LOreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, Avon, CNN, and the list goes on.Having recently 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 USD in CARR (Committed Annual Recurring Revenue). Insider was named a leader in the 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
G2s 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 .
According to G2s Spring24 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
eCommerce Personalization.When our team founded Insider, they not only sought to
create a product company, but 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.What is this role about?Youre probably expecting
an eye-catching, mesmerizing job description that will sweep you off your feet,
flavoured with the coolest startup jargon. After all, were a Sequoia-backed
company, with an awarded woman CEO and a team across the globe that takes the word
diversity very seriously. But thats exactly why we think nothing says more than
the real experience. Were underdogs who believe in the power of actions more than
anything else. And as a customer-first company, we always walk the extra mile. So
we asked our team of Technical Support Specialists (TSS) to tell us what their
day-to-day is really like and, in a nutshell, this is what they told us.Role
DescriptionAs 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. Your primary responsibility will
be to support seamless experiences for our partners. Your day-to-day
responsibilities will include troubleshooting technical issues, finding
resolutions for partner requests, reviewing partner queries and finding creative
solutions that streamline their requirements, and leveraging your knowledge to
help partners overcome technical struggles while expanding to the Insider
platform. You will also 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. Another important duty of yours will be
meeting important SLAs like response time and the lead time for issue resolutions.
What we expect from you?3+ years of experience supporting a technical product,
ideally in SaaS, or experience in MIS or Software Development teamsStrong
communication skills in writing (English)Spanish is a plusKnowledge of JavaScript,
HTML, CSS, or other programming languagesHigh sense of responsibility and
accountabilityAbility to provide timely responses and follow up systematicallyA
natural problem solver with a positive attitude and love for helping others
succeedGood debugging/troubleshooting skillsLocated in São Paulo, SPHold on!
Lifes a two-way road! Heres what youll enjoy while spending time with us
(perks, anyone?)We offer many hard and soft skills training to help you improve
and challenge yourself. Youll have access to 16,000+ online courses taught by
real-world professionals on the LinkedIn Learning platform to satisfy your hunger
for knowledge.Youll have space to share your skills through training and
workshops if you wish. Sharing is caring!Well provide you with a paid Spotify
account subscription, Youll have a chance to work in an international, diverse,
and inclusive environmentYoull be part of an industry thats shaping the future
of customer experiences.