About the role

We are seeking an experienced Technical Support Expert to join our Support team. This is a unique opportunity to be part of a growing team where you can take ownership and truly make an impact. In this role, you will drive customer satisfaction by efficiently resolving complex support issues, enhancing knowledge resources, and advocating for customer needs across our technical teams. Reporting directly to our Lead Customer Support, you will have the chance to shape the future of our support operations. Join us and be a pioneer in our US expansion, with ample opportunities for growth and professional development.

What you will do
• Handle Level 2 Support: Manage complex customer issues on Intercom, including latences, errors (API issues), Fine tuning/batch jobs/features
• Ticket Escalation: Escalate technical, financial, or solution-specific issues to the relevant teams (Engineering, Finance, Solution)
• Knowledge Base Management: Build and update FAQs and knowledge resources to empower customer self-service
• Customer Communication: Provide clear, friendly, and proactive responses; follow up as needed,
• Process Optimization: Work with bot and human support to streamline responses and reduce ticket volume
• Customer Focus: Maintain a customer-centric approach, ensuring a positive and efficient experience, especially for mid-tier paying users.

Who you are
• Bachelor's degree or equivalent in Business, Communications, or related field
• Previous experience in technical customer support rolesProven track record of resolving complex customer issues
• Experience working with cross-functional teams (e.g., engineering, finance)Proficient in customer support platforms (e.g., Intercom, Zendesk)
• Experience with knowledge base management and FAQ creationFamiliarity with Tech products and common industry issues
• Strong written and verbal communication skills in English
• Excellent problem-solving abilities
• Customer-centric mindset with a focus on empathy and proactive service

What we offer

• Competitive salary and equity.
• Healthcare: Medical/Dental/Vision covered for you and your family.
• 👴 Pension : 401K (6% matching)
• PTO : 18 days
• Transportation: Reimburse office parking charges, or $120/month for public transport
• 🏀 Sport: $120/month reimbursement for gym membership
• 🥕 Meal stipend: $400 monthly allowance for meals (solution might evolve as we grow bigger)
• Visa sponsorship
• Coaching: we offer BetterUp coaching on a voluntary basis