Technical Support Technician (EMEA)

Nice to meet you! We are Dropsuite! 

Dropsuite is looking for a highly skilled Technical Support Technician to join our global support team. We pride ourselves in delivering an unparalleled customer experience and are searching for someone that does the same!   

This essential role involves direct interactions with our partners in EMEA to address technical and service issues. You will perform daily ticket management duties for the initial ticket triage and service restoration. You will provide both technical and non-technical resolution for our suite of products, while working closely with the Support Engineering team for timely resolution of technical issues that require escalation to deliver the best customer experience possible.  

This position will be a bridge between the business and the technology teams understanding customer queries, analyzing them technically, and providing either resolution or escalation to our engineering team. You will learn about the best technologies for real time automated data backup and archive management. 

Work Arrangement  

• Full-time position   

• Remote work model  

• Monday to Friday, 5-day work week (flexible work schedule)   

• Eligible to reside and work in EMEA 

Key Responsibilities 

• Provide Triage and Level 1 Support for all Dropsuite products   

• Use of the ticketing system for ALL incidents, changes, and problems   

• Research, document, and prioritize customer issues leveraging internal tools and escalate as necessary   

• Investigate and resolve service issues, perform basic troubleshooting   

• Participate in daily scrum meetings   

• Attend quarterly product planning meetings having high visibility to C-level leadership   

• Communicate technical issues effectively to a non-technical audience   

• Provide shift coverage if needed   

• Maximize customer satisfaction   

• Create and curate knowledge content   

• Multitask while working on multiple different concurrent issues   

• Monitor, manage and prioritize time and work in a fast-paced environment 

Qualifications and Competencies 

• 1+ years of experience in a Technical Support role (preferably from a SaaS platform)  

• 6+ months of experience with Office 365 or Google Workspace Administration  

• Strong work ethic and does not mind working a few extra hours during peak times  

• Excellent written and verbal communication skills  

• A big plus if you have -  

• Technical experience with cloud backup systems and/or similar technologies  

• Experience diagnosing problems with software and cloud products  

• Technical experience with SaaS solution distributors or Managed Service Providers (MSP’s)  

• Exposure to other SaaS based products 

Why Join Us 
Dropsuite (listed DSE:ASX) safeguards business information. We are a global, fast-growing, partner-centric company building secure, scalable, and highly usable cloud backup technologies for businesses. Our mission is to help business stay in business. Dropsuite performs billions of backups per day for organizations in more than 100 countries around the globe. 

Dropsuite is known for its team of ‘hungry owners.’ We are hungry to win and tenacious, but at the same time we all are owners: we do not cut corners and always seek to do the right thing. We are experts in what we do, are highly customer focused and we love solving problems. We play as a team, where respect is one of our key values and we see helping others as a priority. 
 

Rewards That Go Beyond 

• Competitive compensation     

• Remote working model    

• 21 days of Annual Leave 

• Entitled to Romania public holidays 

• Other leave benefits, such as Wedding leave 

• Growth opportunities  

• Work in a global company with meaningful work, highly skilled colleagues, and an amazing culture 

Diversity and Inclusion Statement 
Dropsuite is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. 
 
Please note that only applicants residing and eligible to work in EMEA will be considered and only shortlisted candidates will be contacted. 
 
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