SpotMe

Technical Support Engineer (Remote - US Central hours)

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MidZdalnie·WarszawaFull-time·B2B

#448968·Dodano 24 dni temu·11

Źródło: justjoin.it

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Tech Stack / Keywords

TroubleshootingNetworkingWeb & Mobile App SupportCRM Integrations & Data FlowsIncident & Crisis ManagementBug Reproduction & DocumentationCustomer Support (CSAT / SLAs)

Podsumowanie oferty

As a Technical Support Engineer at SpotMe, you will serve as the first line of support for customers using the SpotMe and Onomi event platforms. You will handle high-stakes, real-time technical issues during live events, provide expert guidance, and ensure seamless event execution. The role requires rapid problem solving, empathetic communication, and close collaboration with Engineering within a global support team.

Wymagania

Real troubleshooting instinct: form hypotheses, test, and narrow down causes.
Curiosity about how networks, browsers, devices, audio/video, and systems interoperate.
Rapid analytical and logical reasoning under time pressure.
Ability to multitask and manage multiple real-time customer chats.
Comfort working with configurable systems and complex event setups.
Empathy and clarity to communicate findings to non-technical stakeholders.
Resilience and ownership, especially during critical live issues.
Experience in cross-team collaboration with Engineering.
Technical education or equivalent hands-on experience in technical support, application support, QA, IT, or event technology is advantageous but not mandatory.

Obowiązki

First month objectives:

Complete onboarding including training and shadowing across Support, Engineering, and Operations.
Build strong working relationships within teams.
Become fluent in support workflows, tooling, and troubleshooting frameworks.
Manage 200+ real customer conversations via live chat and ticketing.
Demonstrate clear, concise, and confident customer communication.

First 3 months objectives:

Manage high-volume real-time chats with first response under 30 seconds.
Maintain >93% customer satisfaction (CSAT).
Analyze and reproduce product issues using strong technical reasoning.
Work confidently across platform areas including live sessions, apps, access, configuration, and data flows.
Distinguish between product bugs and configuration issues.
Join on-call rotation for critical live customer needs.

First 6 months objectives:

Become a recognized frontline product expert and escalation authority.
Consistently exceed >95% CSAT handling 25+ chats daily.
Resolve complex issues without escalation and drive recurring issue fixes.
Contribute to documentation, tooling, and workflow improvements.
Document investigations to enable team knowledge sharing.
Bridge customers and Engineering with precise issue documentation and impact understanding.

Inne informacje

SpotMe operates a 24/7 "follow-the-sun" global support model. Note: work schedule follows US Central hours.

Data processing complies with GDPR; candidate personal data rights and privacy information are provided by SpotMe, based in Lausanne, Switzerland.

SpotMe

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