Customer Support Engineer

仕事内容

Mission
As a Customer Support Engineer in our Engineering Team you will be responsible for providing the best support to our users. You will be solving problems via chat, mail and Demodesk while constantly striving to resolve potential issues fast and effectively. With your passion for efficiency and processes you will be setting up scalable support motion for our growing customer base. You will be the gateway between our customers, customer success and engineering. You are the first responder for customer issues, troubleshoot and resolve issues with workarounds and help prioritize issues to be solved within the engineering team.
Goals

• You will be providing professional support to our customers via email, intercom chat and phone.
• You will triage incoming troubleshooting requests from other customer fronted teams
• You triage the incoming tickets and escalate where necessary to developers
• You provide information about known bugs, bigger fixes and plans across the organization
• You constantly develop the service and support area and grow with Demodesk as a company and tool.
• You are testing and improving our platform together with the product experts.
• You create training materials and maintain our knowledge base.

Your profile

• Bachelor studies in business informatics, engineering (or related studies)
• Working experience in support, support engineering or similar role in a SaaS environment
• Strong analytical and problem-solving skills to solve challenging user and business needs
• Technical background, good knowledge of web internals, networking
• Self-motivated, proactive team player with innovative ideas to improve our support processes
• Strong interpersonal skills and experience building strong internal and external relationships.
• Consistent track record of highly professional customer service in a fast-paced, dynamic environment.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Demonstrate strong written and verbal communication to non-technical and technical audiences to present complex ideas simply and creatively
• A Structured approach to your work and a problem-solving mindset
• Fluent in English and German (other languages are a plus)

Why us

• Well-funded and backed by Silicon Valley’s top investors & angels, including Y Combinator
• Fast-growing, diverse and international team of tech enthusiasts and entrepreneurs
• Unique proprietary screen sharing technology using a state of the art tech stack
• Full responsibility from day one and being part of our hierarchy-free and results-driven working environment
• Competitive salary plus attractive stock compensation package (depending on seniority)
• Flexible working hours
• Attractive perks including gym memberships, German language course, top of the line MacBook or Linux machine, and a professional development budget of 1.500 € per year
• Regular team events like dinners, Oktoberfest, ski trips and much more

About us
Demodesk is building the world’s first intelligent customer meeting platform for remote sales with the vision to enable everyone to have great customer conversations. We give revenue teams superpowers by enabling them to host more effective and engaging meetings. Demodesk provides teams with real-time conversational guidance that is invisible to the customer and has significantly more data to analyze than existing tools!
We have been creating a new category for real-time sales enablement since 2017 and strive to be a global leader. As a growing start-up, we all share a passion to make an impact and grow, not only as a company but also as individuals. To us, innovation is a default mind-set – to challenge norms and create change for the better. We ensure that Demodesk is not only a diverse and inclusive community but also a place where we can learn and build off of each other’s experiences. To drive this community, we work to minimize bias in our hiring and decision-making processes.
Help us redefine the online meeting space! Be ready to play an essential role in achieving this goal by joining our international team. We want to give our people the freedom to choose the life they want and with that the location where they feel the happiest.

Job Type: Full-time