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SaaS Technical Support Engineer

unlimited holidays - extra holidays - extra parental leave - fully flexible
Remote: 
Full Remote
Work from: 
Delaware (USA), United States

Offer summary

Qualifications:

Extensive technical support experience in SaaS environment, Strong developer background with web-based tech knowledge, Proven problem-solving skills for complex technical issues, Familiarity with optimization and communication excellence, Passion for customer satisfaction and self-motivated.

Key responsabilities:

  • Be senior technical authority resolving complex platform issues
  • Listen to customers, troubleshoot efficiently, collaborate with teams
  • Maintain knowledge base, lead training sessions, continuously learn
  • Deliver expert communication, keep customers informed every step
  • Optimize customer experiences, empower users, provide top-tier support
Convert logo
Convert Publishing Startup https://www.convert.com/
11 - 50 Employees
About Convert
Convert’s aim is to create great experiences - for now & future generations. The only Climate Neutral Certified A/B testing platform out there, we have created a robust, affordable, feature rich testing platform that’s been an industry favorite for a decade. But we are not in the business of optimization for profits. We are optimizing for the greater good with a Conscious Business approach, and the will to speak up for changes that will the CRO space and the world better. A great example of this is our #teamovertools movement. Yes, we are an A/B testing software provider. But we understand that we are simply the delivery mechanism. The real skill lies with optimization experts and testers. It is thus our goal to EDUCATE optimizers around the world in the mental models and processes that help sustain and expand a successful optimization program. And EQUIP them with the right tool (even if it isn't ours) to execute on their well-informed hypotheses. Plus, we hate B2B jargon! So you'll see lots of fun conversations, introductions to CRO experts who are vastly under-rated, and a focus on putting the spotlight on women in #CRO. This is a human-to-human nook of the LI space. And we are delighted that you joined us.
See more Convert offers

Job description

Join Our Team as a Senior SaaS Technical Support Engineer!


Are you a seasoned technical expert with a developer background? Do you thrive on solving complex problems and providing top-tier support? If so, we’re looking for you to join our dynamic team as a Senior SaaS Technical Support Engineer!


At Convert.com, we’re all about optimizing experiences, and we need someone who’s just as passionate about customer satisfaction as we are. In this advanced role, you’ll be the go-to technical authority, helping our customers get the most out of our cutting-edge optimization platform.


What You'll Do:

  • Be the Expert: You’ll serve as the senior technical authority, addressing advanced inquiries, troubleshooting, and resolving complex issues related to our platform.
  • Listen & Solve: Actively listen to customers, understand their challenges, and document intricate support requests with precision.
  • Troubleshoot Like a Pro: Dive deep into technical issues, conduct thorough analysis, and deliver robust, scalable solutions that leave our customers delighted.
  • Collaborate & Elevate: Work closely with senior developers, product managers, and QA teams to tackle highly complex technical challenges and ensure smooth resolution.
  • Lead Communication: Keep customers in the loop with timely, expert communication, making sure they’re informed every step of the way.
  • Build & Share Knowledge: Maintain and expand our knowledge base with innovative solutions and best practices, helping the entire team deliver outstanding support.
  • Educate & Empower: Lead training sessions and create detailed user guides and technical documentation, empowering customers to master our platform’s advanced features.
  • Stay Ahead of the Curve: Continuously enhance your product knowledge and stay updated with the latest industry trends to provide expert advice and support.


If you have the talent, we have the schedule—join us and help provide around-the-clock coverage to support our global customers!


Contract Opportunity!


What You Bring:

  • Technical Prowess: Extensive experience in a senior technical support role, particularly in a SaaS environment.
  • Developer Savvy: Strong developer background with deep knowledge of web-based technologies, APIs, databases, and networking protocols.
  • Problem-Solving Skills: Proven ability to troubleshoot and resolve complex technical issues efficiently and accurately.
  • Optimization Expertise: Familiarity with optimization algorithms, mathematical modeling, or related fields is a big plus.
  • Communication Excellence: Exceptional written and verbal communication skills, capable of translating complex technical information for customers of all backgrounds.
  • Customer-First Attitude: A passion for delivering a positive customer experience, with outstanding interpersonal skills.
  • Self-Motivated & Organized: Proactive, independent, and capable of managing multiple priorities in a fast-paced environment.


Why Convert.com?

  • Make an Impact: Be at the forefront of customer success, ensuring our platform is optimized to meet our customers' needs.
  • Collaborative Culture: Work alongside a team of dedicated professionals who are just as passionate about technology and customer satisfaction as you are.
  • Remote Flexibility: Enjoy the benefits of remote work while being part of a supportive and innovative team.


If you're ready to take on this challenge and make a real difference in our customers' experiences, we want to hear from you! Submit your resume and cover letter detailing your relevant experience, and let’s create exceptional customer success stories together!


Note: We actively welcome diversity in applicants. We encourage you to be YOU. Discrimination of any kind has no place here.

Required profile

Experience

Industry :
Publishing
Spoken language(s):
English
Check out the description to know which languages are mandatory.
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