Technical Implementation Specialist Mid/Senior (B2B SaaS, US market)
Tech Stack / Keywords
Firma i stanowisko
Tidio is a customer service platform that combines AI and human interaction to help businesses scale customer service efficiently while maintaining a personal touch. The company aims to be the number one AI customer service solution globally, recognized among the Top 50 AI and Customer Service Products in G2’s Best Software Awards 2024. Tidio's product is used by thousands of companies and millions of users worldwide, with its widget viewed by 350 million unique users monthly. The company employs over 150 people and has a machine learning team that launched one of the first AI agents for customer service.
Wymagania
- Background in Implementation, Technical Onboarding, or Services, ideally in a SaaS environment.
- Fluent in English (C1 level) with the ability to clearly explain technical details to non-technical users.
- Experience working directly with clients via written communication and video calls.
- Understanding of APIs and JSON structures with the ability to analyze or test requests.
- Solid knowledge of customer experience platforms such as Tidio, Zendesk, HubSpot, or Salesforce.
- Ability to evaluate technical requirements and design solutions that meet real client needs.
- Experience working closely with Product and Engineering teams to resolve integration or feature gaps.
- Proactive problem-solving skills, creativity, and consistent delivery of results.
- Basic coding experience, e.g., JavaScript or Python (nice to have).
Obowiązki
- Set up and configure client accounts to ensure a smooth start.
- Implement and customize solutions based on specific client business needs.
- Discuss and design custom solutions with clients and prospective clients during video calls, providing expert guidance and technical insights.
- Provide ongoing support for implemented solutions, helping clients optimize and adapt them.
- Integrate Tidio with external systems such as CRMs and e-commerce platforms using APIs and JSON data structures.
- Troubleshoot and resolve technical issues, collaborating with Product and Engineering teams as needed.
- Manage implementation projects from start to finish, including planning, coordinating, and ensuring timely delivery.
- Work cross-functionally with Customer Success, Sales, Product, and Engineering teams to align solutions with client goals.
- Identify and drive process improvements to streamline and scale the implementation workflow.
Oferta
- Opportunity to work with a leading AI product in the customer experience industry.
- Hands-on growth and technical mastery by implementing critical client solutions.
- Ownership of end-to-end complex projects with cross-functional collaboration impacting client success and company growth.
- Work with a knowledge-sharing team open to testing new solutions.
- Remote work model with flexible hours.
- Possibility to work from offices in Szczecin/Warsaw or access coworking spaces.
- 26 days off guaranteed annually.
- Company-supported courses and conferences for development.
- Individual work tools tailored to employee needs (MacBook Pro, Dell screen, JBL headphones).
- Sport and wellness benefits (or equivalent).
- Private medical care.
- Mental well-being program including individual therapy sessions and resources.
- Free access to popular e-book/audiobook services.
- Regular social events.
- Budget for 1:1 English language classes.
Inne informacje
One of Tidio’s core values is to play fair. Therefore, all candidates are treated equally without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. Recruitment and selection are based solely on individual merit and professional competence.
Tidio
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