.Job Description Who we're looking for: We're a multilingual technical support team with employees from different areas of Europe. We work in a fast-paced, self-driven support environment applying Zendesk to support our customers. We have colleagues based across the globe. We are looking for a Senior Technical Support Engineer who grows by providing technical mentorship through many different channels of communication including messaging (live and asynchronous conversations), email, phone, and video conference. You're a phenomenal match if you're a quick learner and possess fantastic technical troubleshooting skills. You are driven to help both external customers and internal colleagues and have the ability to dive deep into a new product to learn it quickly but also can guide it. What you'll be doing: Help customers with their technical questions using Zendesk as a ticketing tool. Support multiple customers via different channels while simultaneously assisting colleagues. Troubleshoot sophisticated customer issues using test environments and logging tools. Collaborate with peers and other departments to find solutions for our customers. What you bring to the role: At least 4+ years of technical support experience in a similar environment. Customer service skills – the ability to be empathetic, accurate, compassionate, adaptable, resourceful, and conscientious. Written and oral communication skills - You must be able to convey technical jargon in a wide array of syntax from beginner level users to developers in our tickets as well as knowledge base articles. Troubleshooting skills - identifying and replicating customer issues, educating customers on workarounds while understanding their business needs and impacts, and determining if reported issues are bugs by checking for known issues and assessing their impact. Organizational skills - Prioritizing and multitasking is part of your daily routine. Ability to empower end-users to support themselves using our knowledge base. Ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further customer concern. Experience in collaborating with other departments such as Product, Engineering, and Sales. A drive for learning (self-development), mastering, and learning. A keen eye for process improvement opportunities and an ability to deliver on the changes needed. Proficient written and spoken in English plus another language desirable (French or German). Experience: Experience with various mobile platforms; iOS, Android. Experience with HTML, JavaScript, or CSS. Confident with RESTful API. Experience with SDK. Experience with analytics tools (troubleshooting or analyzing data). Basic understanding of UNIX commands (for search, and other command line features). Solid understanding of Single Sign On methods (SAML, JWT, and 3rd party providers). Knowledge of how SaaS integrations work
