[Hiring] Technical Support Engineer @SpotMe

Role Description

The Technical Support Engineer is the first line of defense and the first line of delight for our customers. Because events are high-stakes and often stressful to manage, our customers rely on our rapid response, and we have built our support model to match that urgency. As the primary link between event teams and our platform, you quickly become the face of SpotMe and Onomi: a trusted expert who solves real problems, guides customers with confidence, and protects the seamless execution of mission-critical events happening around the world.

This role blends technical problem solving, fast decision making, and empathetic communication. You will investigate real issues, reproduce them, create workarounds when no fix is available in time, and work closely with Engineering to keep our product experience at the highest standard.

As a Technical Support Engineer, you will join a highly skilled global team operating in a 24/7 "follow-the-sun" model, ensuring the most demanding customers receive immediate, high-quality assistance at all times.

Objectives - The problems you will solve

In your first month, you will:

• Complete onboarding through structured training and hands-on shadowing across Support, Engineering, and Operations teams
• Build strong working relationships within Support, Engineering, and Operations
• Become fluent in our support workflows, tooling, and troubleshooting frameworks
• Successfully manage 200+ real customer conversations across live chat and ticketing
• Demonstrate clear, concise, and confident customer communication

By the end of the month, you will independently manage 10+ live issues per day with precision and professionalism.

In your first 3 months, you will:

• Manage high-volume real-time chats (avg. 20/day but this can increase during peak seasons), maintaining a first response under 30 seconds
• Meet and exceed satisfaction targets (>93% CSAT)
• Analyze and reproduce product issues with strong technical reasoning
• Work confidently across the breadth of the platform
• Read a customer's event setup closely enough to differentiate between a product bug and a configuration issue
• Develop the instinct to identify known issues versus those needing real investigation
• Join the on-call rotation to support critical live customer needs

You will be known for your ability to stay calm under pressure while juggling multiple live issues to successful completion, and for getting the answer right.

In your first 6 months, you will:

• Become a recognized frontline product expert and escalation authority
• Consistently exceed CSAT (>95%) while handling 25+ chats per day
• Resolve increasingly complex issues without escalation
• Proactively contribute improvements to documentation, tooling, and workflows
• Write up your investigations for team capability enhancement
• Serve as a bridge between customers and Engineering

You will elevate our support quality and influence product evolution with insights only frontline experts can provide.

Qualifications

• Real troubleshooting instinct
• Curiosity about how things work
• Rapid analytical and logical reasoning
• Multitasking mastery
• Comfort with configurable systems
• Empathy and clarity in communication
• Resilience and ownership
• Cross-team collaboration

Requirements

• A technical education is a real advantage in this role
• Hands-on experience in technical support, application support, implementation, QA, IT, or event technology
• Instinct to dig in and solve problems

What we are most curious about

• Tell us about a high-urgency issue you solved in real time.
• A group of attendees at one customer cannot get into their event this morning, and every other customer is fine. How do you narrow that down?
• When you don't know the answer, what's your first move?
• Share an example where your communication kept a situation from escalating.
• Describe a time when a fix wasn't available. What workaround did you create?
• Tell us how you handled multiple simultaneous requests.

Company Description

SpotMe is a leading B2B event platform that helps enterprises increase the impact of their events by delivering CRM-connected, high-quality experiences across in-person, virtual, hybrid events, and webinars.

With a strong focus on life sciences, SpotMe powers Onomi: an HCP engagement product that enables medical and commercial teams to run impactful congresses, symposia, advisory boards, and webinars.