[Hiring] Technical Support Engineer @Customer.io

Role Description

Hi, I'm Aerie, Manager, Technical Support Tier I at Customer.io. I’m looking for a Technical Support Engineer to join our growing team based in Canada.

As a Technical Support Engineer, you’ll communicate directly with our customers via our Support Center. Our team is especially excited to hear from folks with Technical Support backgrounds who have experience communicating technical tasks mostly over email—a strong ability to communicate in writing is more than nice to have.

• Triage a diversity of support tickets.
• Work on process improvement.
• Conduct regular touch points with our Product and Customer Success teams.
• Help new and existing customers get up and running with our product.
• Diagnose tricky situations and aid companies in achieving their business goals.
• Ensure we provide a remarkable customer experience.
• Support customers through email and live chat.
• Interact with the team through Notion and Slack, and occasionally via Zoom or Roam pairing sessions.

Are you interested in growth opportunities? So are we. Our Technical Support Team offers various career paths, such as our Engineering, Product, or Customer Success Teams. We're looking for folks who want to develop professionally as Customer.io grows.

Qualifications

• Located in Canada.
• Working hours align with Central or Mountain time zone.
• This role includes rotating weekend support coverage.
• Experience in a technical support role and/or customer-facing role.
• Familiarity or comfort with offering live channel support.
• An understanding of basic programming concepts (API, variables, if-else statements, loops, etc.).
• Excellent written and verbal communication skills.
• Be motivated with a self-starter attitude.
• Previous work for a SaaS company or an understanding of technical platforms.
• Ability to work in a fast-paced, team environment.
• Experience with the Marketing Automation industry a plus or supporting email marketing/business communication tools!

Requirements

• You love technical problem-solving and demonstrate curiosity.
• You enjoy helping others with your technical knowledge and take pride in your work.
• You see every support interaction as an opportunity to improve the customer experience.
• You take ownership of delivering results and get satisfaction from getting things done.
• You’re passionate about learning new things.
• You’re not afraid to ask questions if you’re confused about how something works.
• You understand written communication is not always flawless and assume the best intentions during interactions with customers and your team. Empathy is one of your strongest attributes.

Benefits

• Starting salary for this role is $70,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.
• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.
• 16 weeks paid parental leave.
• Unlimited PTO.
• Stipends for remote work and wellness.
• A professional development budget.

Company Description

Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.