Product management

Customer Support Engineer (Remote)

Remote   |   Full Time

ABOUT US 

Advisera is a leading online provider of compliance products for small businesses – we cover GDPR, MDR, AS9100, IATF 16949, ISO 27001, ISO 9001, and other major ISO standards. We sell the products globally, and the main markets are North America, Europe, and Australia. 


We are also one of the fastest-growing providers of online courses and specialized books on ISO standards. The company was founded 10 years ago and currently, we offer products in 13 languages and have customers in more than 100 countries worldwide.


Learn more about our brands at www.advisera.com



ABOUT THE ROLE 

We have an immediate opening for an experienced Customer Support Engineer to join our growing international remote team. We are building and planning to build several SaaS products and are looking for an exceptional Customer Support Engineer to help us with complex customer requirements which are resolved usually by the development team and scale our client experience. 

This is a full-time job. We will consider candidates from Europe only. 

Our ideal candidate is a Customer Support Engineer with 2+ years of experience in customer support. The role will entail: 


 

KEY RESPONSIBILITIES

This exciting leading organization is currently on the hunt for a specialized Customer Support Specialist to work on a technical customer support solution.

We’re hiring an exceptional Customer Support Specialist to help us diagnose, monitor, provide and resolve client technical issues with our customer support team and developer team to scale our client experience with our new product in a high-growth market niche. You will:

  • Work remotely and be available within Central European Time working hours
  • Debug customer issues, keeping ownership of cases until resolution while engaging other teams as needed
  • Serving as the second level of contact for customers seeking more advanced product-specific assistance over video calls or email
  • Performing remote troubleshooting to identify the root cause of the issue 
  • Determining and documenting the best solution based on the issue and details provided by customers and the development team

  • Walk the customer through the problem-solving process

  • Document necessary information for an efficient handover to the development team

  • Create internal and customer-facing documentation

  • Collaborate with the customer support team and development team to ensure high customer satisfaction

  • Report to the Product Manager and work closely with other product owners to ensure the ultimate customer experience

KEY SKILLS

  • You have 2+ years of relevant Customer Support Level 2 (or equivalent) experience
  • Experience with technical and customer-facing support 

  • Familiarity with CRM tools (ZenDesk)

  • Familiarity with Project Management Tool (Jira)

  • Proven experience as a help desk technician or other customer support role

  • Tech-savvy with working knowledge of basic software principles

  • Good understanding of SaaS solutions

  • Ability to diagnose and resolve basic technical issues

  • Proficiency in English

  • Familiarity with QA is a plus

 

AGILE REQUIREMENTS

  • Agile and Scrum are used and the customer support engineer should have an Agile mindset

 

SOFT SKILLS

  • Excellent communication skills

  • Customer-oriented and cool-tempered

  • Comfortable with a multicultural environment

  • English Language Proficiency 


OTHER REQUIREMENTS

The candidate must be available within Central European Time working hours.



WHAT WE OFFER

  • You get to work in an impact-driven, dynamic environment with talented people from various cultural backgrounds

  • We give you the freedom to make your own decisions (we trust our people and are invested in their success)

  • Competitive salary & benefits

  • Environment to grow and broaden your skills

  • Possibility to do company-sponsored training, certifications, and workshops

  • This lead developer position is a fully remote role - you can choose where you work from, when you work, and how you work 

 

We know that looking for a new role can be both exciting and time-consuming, and we truly appreciate your effort. Irena is an actual real live person and is looking forward to learning more about you and your interest in joining our team.


HOW TO APPLY

Please provide your CV and answer the questions below and provide more info about similar projects you were working on before.

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