Senior Customer Support Engineer

Ready to become a Wriker?

We are looking for a Senior Customer Support Engineer 21:30-06:00 EEST.As a part of our team, you'll be building relationships with our top customers, helping them use the Wrike project management software. Your primary goal is to provide personalized technical support to assigned accounts via email, chat and calls, owning and resolving their Support cases efficiently using all available resources and account history to ultimately remove usage obstacles, boost product adoption, and meet retention goals.

How you'll make an impact

• 3+ years experience working in Technical Customer Support or Customer Success roles is a MUST;
• Fluent spoken and written English at C1 or above is a MUST;
• Higher education in linguistics/marketing/PR/IT;
• Excellent customer service skills: the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious;
• Ability to understand customers’ problems and offer a perfect solution for their unique needs;
• Ability to own and handle cross-functional tasks, advocate the Customer's position to multiple stakeholders, clearly identify and communicate priorities and risks, and drive each case to resolution.
• Advanced PC/MAC user skills.
• Experience in supporting SaaS solutions is a benefit.
• Knowledge of SAML SSO, Azure AD, JIT, SCIM, PowerBi, basic API knowledge is a benefit;

You will achieve your best if you have

• Provide end-to-end technical support to a designated list of strategic accounts
• Own resolution of lengthy and complex cases of strategic customers 
• Monitor customer metrics and provide recurrent reports
• Engage in project work to improve and build new processes
• Contribute to the knowledge-sharing culture
• Provide onboarding for newcomers
• Continue to develop both your soft and hard skills on the job

Perks of working with Wrike 

• Health insurance for you and your family
• SIM card with unlimited internet access for employees (provided during your employment)
• 21 paid vacation days
• 5 uncertified sick days per year
• 10 fully-paid continuous working days of sick leave per year
• School allowance of up to €600 per month (for children at school age)
• Up to 18 weeks of fully-paid maternity leave
• 2 weeks of fully paid paternity leave. 2 additional weeks which are provided by Wrike of fully paid paternity leave will be available for employees after 6 months of continuous service

Your recruitment buddy will be Arjola Stejskal, Talent Acquisition Specialist

#LI-AS1

Who Is Wrike and Our Culture

Our persona 

Our culture and Values 

🤩 Customer-Focused

We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.

🤝 Collaborative

We work as one and win together, each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement.

🎨 Creative

We strive to succeed through continuous innovation. It’s our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions. 

💪 Committed

We believe in ownership at all levels of the organization, by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.