Customer Support Engineer

About ElectroNeek

ElectroNeek empowers IT Service Providers to bring complex Hyperautomation technologies to 200M+ small and medium-size clients with no-code tools, partner-centric support and disruptive business models. With customers ranging from boutiques and newcomers in the automation-as-a-service industry to established market players like Xerox, Compasso and Ricoh, ElectroNeek provides best-in-class services including ultimate GTM support by vendor.

Our explosive growth has opened up a host of new opportunities; we are presently seeking a Customer Support Engineer for the North American market, working fully remote, to help us continue our rapid scaling.

Responsibilities:

• Provide 1st and 2nd lines technical support for company s software applications.
• Tickets processing within ticketing systems.
• Direct collaboration with other departments (R&D and Product Management mainly).
• Documentation of support tickets in the company s knowledge base.
• Have meetings with customers to provide support in complex scenarios.

• A fully-remote, tech-enabled environment. Work from anywhere (Slack, Zoom)
• Work in a fully remote international team
• Weekdays 10 AM - 7 PM EST
• Stable salary + quarterly bonus
• Stock Option plan
• Days-off and vacations

Requirements :

Required skills:

• Excellent spoken and written English is a must
• Minimal 3 years of experience in application support within software development companies
• 5+ years of experience in IT industry
• Intermediate level of Javascript (or Python) is must have
• Understanding of Robotic Process Automation as technology and UI automation
• SaaS support experience
• Desktop software troubleshooting skills
• Experience with application logs investigation and interpretation
• Hands-on experience in low-code systems or b2b SaaS automation platforms (Workato, Tray.io)
• Product quality improvement-oriented mindset
• Experience with Jira and Confluence
• Knowledge of tickets tracking systems (ZenDesk preferred)
• Experience in technical documents writing

Soft skills:

• Strong listening and storytelling skills
• Enthusiasm for working in a high profile, fast-paced startup culture
• Strong client-facing and communication skills
• Responsible, responsive, proactive, willing to help, ready to resolve issues
• Responsible and self-motivated
• Strong analysis skills
• Ability to learn new technologies
• Ability to multitask and prioritize between competing activities

Remote Work :

Yes

Employment Type :

Full-time