Technical Support Engineer

2 meses atrás

São Paulo, Brasil Insider Tempo inteiro

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform. We’ve unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies.

Having recently unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M USD in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards.

When our team founded Insider, they not only sought to create a product company, but to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives, our community has committed to scaling its impact into our communities across 27+ countries.

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.

What is this role about?

As a Technical Support Engineer, you will play a crucial role in the Operational Excellence Team that owns support processes with our partners using our products and services. To succeed in this role you should be an excellent communicator with solid problem-solving skills.

Your primary responsibility will be to support seamless experiences for our partners. Your day-to-day responsibilities will include troubleshooting technical issues, finding resolutions for partner requests, reviewing partner queries and finding creative solutions that streamline their requirements, and leveraging your knowledge to help partners overcome technical struggles while expanding to the Insider platform. You will also contribute to building innovative products by advocating for partners by taking their feedback and sharing it with the Product team to improve processes and product offerings. Another important duty of yours will be meeting important SLAs like response time and the lead time for issue resolutions.

What we expect from you?

  • 3+ years of experience supporting a technical product, ideally in SaaS, or experience in MIS or Software Development teams
  • Strong communication skills in writing (English)
  • Spanish is a plus
  • Knowledge of JavaScript, HTML, CSS , or other programming languages
  • High sense of responsibility and accountability
  • Ability to provide timely responses and follow up systematically
  • A natural problem solver with a positive attitude and love for helping others succeed
  • Good debugging/troubleshooting skills
  • Located in São Paulo, SP

Hold on Life’s a two-way road Here’s what you’ll enjoy while spending time with us (perks, anyone?)

  • We offer many hard and soft skills training to help you improve and challenge yourself. You’ll have access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform.
  • You’ll have space to share your skills through training and workshops if you wish.
  • We’ll provide you with a paid Spotify account subscription.
  • You’ll have a chance to work in an international, diverse, and inclusive environment.
  • You’ll be part of an industry that’s shaping the future of customer experiences.

Was this position made for you?

So let’s talk We’re curious bugs and can’t wait to get to know you.

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

Please follow Insider on LinkedIn, Instagram, Youtube, and Medium

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