Customer Support Engineer

The goal of the Department of Customer Love is to be the voice of our customers and drive change. You’ll be the closest to the customer and interacting with them daily, so we’re leaning on you to identify and advocate for how we can keep improving the customer experience. Currently, we are looking to add Customer Support Engineers across three regions: Americas (PST to EST), EMEA (GMT-4 to GMT+3), and Asia/Australia (GMT+3 to GMT+10).

What You’ll Do

• Learn how Chili Piper works and why our customers use it
• Shadow colleagues, learn best practices for what makes CP Customers successful
• Resolve customer questions in chat, email, and over zoom
• Master your knowledge of the Chili Piper product and have a deep understanding of how our customers use Chili Piper to achieve their goals
• Juggle customer conversations while maintaining five-star customer service standards
• Work closely with customers and our product team to  help ship changes that reduce the number of product-related questions
• Own swift resolution of technical issues on behalf of our customers by partnering with the product team. This includes identifying, escalating, and suggesting solutions in order to drive a successful outcome
• Be consistently hitting and exceeding your customer experience goals
• Browse through logs to find specific events
• Replicate behaviors or bugs
• Keep an eye on critical issues and alert the engineering team

Who You Are

• Personable, kind, and you love helping customers
• Curious, motivated, and you love problem solving
• A team player. You are very comfortable asking for help and always ready to help others

What We’re Looking For

• Experience with CSS/HTML/Javascript & REST API’s
• Experience with Support ticketing software (Zendesk, Helpscout, Intercom, etc….)
• Experience with logs (AWS, Google Cloud, Graylog)
• General knowledge about APIs and endpoints
• Experience with JIRA
• 3+ years in software (SaaS) customer support
• Salesforce Admin Certified a plus
• Marketo, Hubspot, Pardot, or Eloqua certified a plus
• Must be able to work within the PST to GMT+10 time zones (either in PST to EST, GMT-4 to GMT+3, or GMT+3 to GMT+10)

Additional Skills

• Passion for Chili Piper Values of Help, Innovate, Have Fun
• Thrive in a fast pace environment with ability to prioritize and multi-task on the fly
• Resourcefulness, creativity and strategic thinking for troubleshooting problems
• Self motivated and self-directed; Fast learner
• Strong English communication and documentation skills
• Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently
• Strong attention to detail and documentation
• Comfortable in supporting and working with global customers across many time zones