Technical Support Engineer II

Title: Technical Support Engineer II

Location: Remote

As a Tier II Technical Support Engineer, you’ll handle our most complicated cases by communicating directly with our customers via our Support Center. A strong ability to communicate in writing is more than nice to have.

Day-to-day, you’ll triage and work our most challenging support tickets as well as work on process improvement, and conduct regular touch points with our Product and Customer Success teams. Our customers are core to everything we do (it’s in our name!) – so it’s key to bring your passion to customers and help solve their problems to advocate for product improvements.

Today, our Technical Support team is powered by Help Scout for ticketing, Github Issues for bug tracking, and Zapier for automating support team workflows. You’ll primarily support our customers through email, but an occasional video call is possible as the situation demands. While we mostly interact with each other through Notion and Slack, it’s not uncommon for us to jump on a Zoom pairing session or a video call to clarify customer scenarios or share tips to remedy customer issues.

Interested in growth opportunities? So are we. Our Technical Support Team has a variety of career paths, such as our Engineering, Product, or Customer Success Teams. We’re in search of folks who want to develop professionally as Customer.io grows.

Some things you’ll do

• Investigate and solve escalated requests to Tier II in the Tier II Technical Support mailbox and document the steps you took to locate the answer.
• Identify patterns in escalation requests and help detect incidents
• Provide insight to business leadership and Product/Engineering teams regarding trends in frequent issues/customer struggles.
• Make meaningful and tracked contributions to ticket mitigation efforts & help develop/iterate de-escalation touch points such as Zoom support.
• Contribute to Escalation based KPIs – such as 20 minutes or less escalation time for platform-related incidents/degradations.

As you level up to an expert, you will:

• Take on Tier II tickets and escalations relating to your specialty area
• Take responsibility for keeping up to date on developments within the feature
• Provide internal support and coaching to your peers on Technical Support, Customer Experience, and across the org.
• Upon invitation, join the GTM (Go To Market) team to act as the TS leader for successful launch and post-launch support planning

Tier II TSEs will also have the opportunity to take on the role of Enterprise Technical Support:

• Be a dedicated escalation representative for high-profile and high-value customers
• Occasionally join CSMs for customer calls as required, based on the technical needs of the customer and where they are in their journey
• Contribute to 110% of Net Recurring Revenue goal
• Mitigate executive-level escalations
• 2-hour first response SLA
• Contribute to the customer hitting 80% of their CIO deadlines on time.

About you

• You have a deep curiosity for all things technical
• You enjoy interacting with customers, have strong empathy for their struggles, and are adept at customer-facing communications across a variety of channels (email, call/zoom)
• You enjoy solving problems and unsticking customers
• You are flexible and able to adapt to changing needs of the team, the customers, and the queues of the moment

What we’re looking for

• Knowledge of SAAS stack troubleshooting basics, including but not limited to:
  • Log analysis
  • SMTP and domain configuration
  • Postman, curl, or similar testing tools
• Excellent communication skills, including occasional customer calls
• Interest in supporting and mentoring the TS team

About Customer.io

Our mission at Customer.io is to power automated communication that people like to receive. Today over 4,700 internet businesses use Customer.io to manage, send, and track performance of emails, SMS, push notifications, and in-app messages. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.

We are offering a starting salary of $xxx – $xxx USD depending on experience and subject to market rate adjustment.

Benefits at Customer.io include:

• Unlimited PTO – we encourage 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
• 100% medical, dental, vision, and supplemental insurance for you and your dependents
• 12 weeks paid parental leave – for birth, adoption, or foster care
• 401k retirement matching – up to 5% dollar for dollar match to retirement contributions
• Health and wellness allowance – Up to $200 USD per month that can be used for your healthy living needs, including gym membership, acupuncture, massage, or bike repairs
• Home office stipend – Up to $2,000 USD to help you get your home office set up so you can do your best work
• Internet + cell phone reimbursement – Up to $200 USD per month for your internet and cell phone plans
• Co-working space reimbursement – Up to $300 USD per month for those times you’d prefer to work in a co-working environment
• Learning + development – Up to $2,000 USD reimbursement per year to use on conferences, books, classes, or workshops – anything that will help you develop your skills
• 1 month paid sabbatical after four years at Customer.io – to treat yourself to a vacation, or spend however you choose
• 1 annual company retreat per year and opportunities to meet in smaller groups throughout the year
• Flexible schedule, work anywhere you want! – as long as you have a reliable internet connection and some overlapping work time with your manager, you can work where and when you want

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Join us!

Check out our careers page for more information about why you should come work with us! We are passionate about our core values of Empathy, Transparency, Responsibility, and Awkwardness and are looking for new coworkers to share and build that passion!