Technical Support Engineer
Job Summary
Job Description
Insider is a B2B SaaS company and a leading AI-native platform for Customer Experience and Marketing. They are seeking a Technical Support Engineer to join their Operational Excellence Team. In this role, you will modify and customize products based on customer requirements, troubleshoot technical issues, and communicate solutions to customers via Zendesk email. You will also consult customers on technical solutions, collaborate with the Product Team to reduce customization efforts, and optimize technical and service support processes with global colleagues. The ideal candidate has a degree in a software development-related field, proficiency in JavaScript, HTML, and CSS, and at least one year of experience supporting software products, preferably in SaaS.
Must have:
- Bachelor's Degree in software development related fields
- JavaScript, HTML, CSS knowledge
- At least 1 year of experience in supporting a software product
- Fluency in English and Turkish
- High sense of responsibility
- Timely responses and systematic follow-up
- Problem-solving skills
- Debugging/troubleshooting skills
- Research skills
Good to have:
- JQuery knowledge
- Experience in SaaS or with Software Development teams
Perks:
- International, diverse, and inclusive environment
- Tech Talks with industry leaders
- Shaping the future of customer experiences
- Limitless global network access
- Access to hard and soft skills training
- LinkedIn Learning access (16,000+ courses)
- Opportunity to share skills through training/workshops
- Inclusive Private Health Insurance
- Smart Work Model benefits for food and bills
- Fun team activities
- No Dress Code
9 skills required
Job Details
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.
Our Partner Success Team consists of people from 31 different nationalities. They are how we thrive. They are our story makers. They are quick learners & problem solvers. They are the master problem solvers, they resolve, they care and they ignite. Each of them is part of harmonious teamwork that follows meaningful goals. They are creative and innovative when it comes to implementing best practices, they are strategists and methodological approachers, have their eyes set to converge on the ultimate goal that is the customers’ success in all of the 25 regions. They are top-notch when it comes to forming relationships and stakeholder management. They are the perfect combination of people-driven and data-driven as they thrive on analytical thinking, analysis, and collaboration simultaneously. They are constant impact makers, constant developers, always eager to climb the steps of their career in this ever-growing multinational environment.
We were a company made of 6 tiny desks when we started, so we never forget how important our hard work and dedication are. Until now it has been an inspiring story on our side, so we wanted to let you in on it. The rest? The rest is just this paragraph minimized into some bullet points on what we offer & what we expect. But that’s the thing that makes the difference between storytellers & story makers; the things that grab your soul.
As a Technical Support Engineer, you will play a crucial role in the Operational Excellence Team that owns support processes with our partners using our products and services. To succeed in this role you should be an excellent communicator with solid problem-solving skills.
As a Technical Support Engineer in Insider day in and day out you will;
- serve as an engineer to modify or customize the products based on customers' requirements,
- troubleshoot the technical issues of the products,
- communicate with customers using Zendesk Email to provide the solutions,
- consult the customers with the technical solutions for their requests,
- collaborate with the Product Team to decrease the customization efforts,
- work with global colleagues to optimize technical and service support processes.
We want you to join us while we are taking a step into the future if you;
- have a Bachelor’s Degree in software development related (Computer Engineering, Computer Science, Programming, MIS, etc..) fields,
- know your way around JavaScript, HTML, CSS, and preferably JQuery,
- have at least a year of experience in supporting a software product, ideally in SaaS or with Software Development teams,
- have fluency in written and verbal English and Turkish,
- have a high sense of responsibility and accountability,
- are able to provide timely responses and follow up systematically,
- are a natural problem solver with a positive attitude and love for helping others succeed,
- have good debugging/troubleshooting skills,
- have good research skills to find the solution.
While we are conquering the world, we are offering you;
- A chance to work in an international, diverse, and inclusive environment,
- "Tech Talks" with famous and groundbreaking people from the software world,
- To be part of an industry that’s shaping the future of customer experiences. Don't believe us? Just ask Google,
- Access and opportunity to gain a limitless network all over the globe,
- Access to many hard and soft skills pieces of training to help you improve and challenge yourself,
- access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge,
- A space to share your skills through training sessions and workshops if you wish. Sharing is caring!
- Inclusive Private Health Insurance,
- Smart Work Model side benefits to support food and bill expenses,
- The team activities that are bursting with fun,
- No Dress Code! This is a fast and innovative startup, you can wear whatever you want.
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.
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