![MessageBird](https://media.trabajo.org/img/noimg.jpg)
Technical Support Engineer, Email
hace 4 semanas
**Transform the communications world**:
We're proud (and excited) to be transforming the global communications landscape through our Omnichannel Platform-as-a-Service (OPaaS).
We're proud (and excited) to be transforming the global communications landscape through our Omnichannel Platform-as-a-Service (OPaaS).
- **Where in the world? **You can work remotely from Colombia
- **Working hours? **For this role, you will operate within Pacific time zones
- **What language(s) will I speak? **English
**What You'll Do**
- Troubleshooting errors on REST API calls
- Answering technical questions on processing data batches from webhooks
- Teaching customers how to understand and make use of raw data and aggregated metrics
- Providing guidance on the use of our templating features
- Diagnosing DNS issues
- Installing and upgrading our MTA software products
- Verifying proper hardware and software set up
- Assisting with setup and configuration of software
- Diagnosing and fixing software configuration issues
- Provide exceptional customer service to our customers by giving accurate and helpful guidance while demonstrating our company values
- Show empathy and professionalism in all customer interactions
- Manage and work from a prioritized queue of customer inquiries
- Work closely with Engineering team to escalate urgent customer issues
- Liaise with Product teams to collaborate on features by providing a thorough understanding of the use cases
- Support the Sales team to help troubleshoot and resolve issues and questions from prospective customers
- Participate in on-call rotation for high priority issues
- Assist in documentation - create knowledge-base articles, FAQs and how-to guides for our customers
- Technical aptitude to keep up to date with our constantly changing products
- Advise customers running our MTA software in production environments by providing discrete technical guidance on installation, configuration and architecture
**What you'll bring**
- Bachelor's degree or equivalent (preferably in an IT field or related experience)
- 1-2 years working in Support or other customer-facing role at a software or SaaS company
- Technical Skills
- Hands on experience using or supporting REST APIs
- 1-2 years working in a Linux environment including shell scripting
- Soft Skills, we're looking for someone who
- Is passionate about helping customers and their team
- Is curious, eager to learn, enjoys experimenting and testing new features
- Excels at communication in all forms - written, verbal
- Thrives in fast-paced environment and can handle multiple priorities
- Loves being part of a team
**Bonus if you also bring**
**Competencies you need to be successful in this role**
**Good Written Communication Skills**:
- Professional writing skills are needed for communicating to our customers in a clear, concise, and respectful manner.
**Customer Centric**:
- Customer satisfaction is our number one priority, so it is important to listen to our customers and be attentive to their needs.
**Prioritization**:
- Our ticketing queue has many different types of tickets and the ability to distinguish high priority versus low priority tickets is essential in completing your daily work.
**Attention to Detail**:
- When researching technical issues, attention to detail is imperative in order to provide accurate information to the customer.
**Team-Oriented**:
- Even though our team spans several time zones, we frequently work together to help each other solve customer issues.
**Good Communication Skills**:
- This is essential for communicating issues quickly within the team and throughout the company through various formats. Having the ability to relay information to the appropriate groups is key to this role.
**Interview Process**:
After you apply, you will hear back from us within a few days. If there's a fit, the full process is as follows:
- [30 mins] Recruiter Screen
- [45 mins] Hiring Manager Interview
- [45 mins] Technical Interview
- [45 mins] Soft Skills Interview
- [30 mins] with VP of Customer Experience
LI-SO1 #LI-REMOTE
**What You'll Gain**:
- Remote-friendly environment
- Generous stock options for all Birds
- Opportunity to work abroad according to our internal policies
- Flexible working arrangements
- Home office set-up budget
- State-of-the-art work gear
- Contribution towards your utility costs
- The occasional company-wide and team events
- Learn from hundreds of the best minds in the business
- Collaborate with diverse colleagues Our amazing team works in close to 40 different locations with almost 50+ nationalities across the board
**LIFTOFF**:
**Life at MessageBird**
We call ourselves Birds We work fast, grow fast, build fast and focus on impact. We're go-getters, industry leaders and roll-up-your-sleeves-and-make-it-happen kind of people. We're smart, fast, and hungry. Our potential for growth is limitless.
**Ready To Fly?**
Our cloud communications solutions make it possible fo
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