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Customer Service
Customer Support Engineer
@Persona
[Hiring] Customer Support Engineer @Persona
Mar 28, 2025 - Persona is hiring a remote Customer Support Engineer. 💸 Salary: unspecified. 📍Location: Ireland.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
As a Customer Support engineer at Persona, you will be on the front lines supporting Persona’s customers at each stage of their engagement and ensuring they have a world-class customer experience.
- Be the point of contact for the support needs of emerging customers, resolving customer questions and issues at various stages of their lifecycle post-close.
- Effectively and quickly resolve customer issues through email / Zendesk and Slack; triage and escalate technical issues as needed.
- Understand Persona’s product and platform deeply and be able to troubleshoot issues, educate customers, and make recommendations.
- Track and surface trends in customer issues, which will feed into scalable resources and in-product guidance.
- Write and maintain documentation, tutorials, and guides to improve the customer experience and scale support.
- Engage with Product and Engineering teams to incorporate and prioritize customer feedback, and inform the roadmap.
Qualifications
- 5+ years of experience in product support, customer support, technical support, engineering, or software engineering roles, ideally in SaaS tech startups with technical or complex products.
- Experience working with US-based tech companies.
- Fantastic writing and verbal communication skills, with an emphasis on clarity.
- Ability to communicate complex issues to both technical and non-technical audiences via email, Slack, and phone.
- Strong attention to detail and extremely organized.
- Strong customer empathy and excitement to become an expert on Persona’s product.
- Good at multitasking, moving quickly, prioritizing effectively across a wide variety of tasks and evaluating situational urgency.
- Enjoy coordinating and collaborating with internal stakeholders to meet business goals.
- Experience with Zendesk, JIRA, and Slack.
- Growth mindset - enjoy learning, comfortable with ambiguity, flexible in thinking, and excited to be a great teammate.
Requirements
- Business fluency in German, Spanish, and/or French (nice to have).
- Significant experience debugging mobile and SDK issues (nice to have).
Benefits
- Medical, dental, and vision insurance.
- 3% 401(k) contribution.
- Unlimited PTO.
- Quarterly mental health days.
- Family planning benefits.
- Professional development stipends.
- Wellness benefits.
- Unlimited paid time off.
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| 📍 | Be aware of the location restriction for this remote position: Ireland |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
Ireland
|
|
Job Type
full-time
|
Posted
Mar 28, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Ireland |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
