Technical Support Specialist

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 have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, 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 such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN, and the list goes on.

Having 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 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, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.

When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.

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.

First things first: What is this role about?

We’re underdogs who believe in the power of actions more than anything else. And as a customer-first company, we always walk the extra mile. So we asked our team of Technical Support Specialists (TSS) to tell us what their day-to-day is really like and, in a nutshell, this is what they told us.

Role Description

As a Technical Support Specialist, you will play a crucial role in the Partner Success Team that owns support processes with our partners using our products and services. To be successful in this role you should be an excellent communicator who also has solid problem-solving skills.

Your primary responsibility will be to support seamless experiences to 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 get over 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.

Requirements

• 1-2 years experience supporting a technical product, ideally in SaaS, or experience in MIS or Software Development teams
• Strong communication skills in writing (English and Spanish)
• 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
• Knowledge of HTML, CSS, or other programming languages is a plus

What we expect from you:

• Show us that “you’ve got what it takes” to collaborate and build strong visionary relationships with customers, especially at the executive level. Aka, your sharp business acumen
• Solid oral and written communication abilities, with positive and energetic phone skills and exquisite listening skills. Alas, we’ve got clients all over the world!
• To be a self-motivated and savvy tech bug, always in search of new solutions and ideas to improve our relationship with our clients
• To cherish one of our core ethos: Care. You’ll need to care for our clients and make sure they feel at home with our products and our assistance
• Superior project and time management skills. A keen eye for detail is a plus!
• Passion for testing, measuring, and improving outreach and follow-up effectiveness
• The ability and flexibility to work in a fast-paced startup environment
• Solid understanding of basic web concepts and digital marketing

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 to satisfy your hunger for knowledge.
• You’ll have space to share your skills through training sessions and workshops if you wish. Sharing is caring!
• We’ll provide you with a paid Spotify account subscription, so you can cozy up in your headsets cocoon whenever you want
• 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. Still not sure? Just ask Google.

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.