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Lead Customer Support Engineer (Software, Tier 2)

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Lead Customer Support Engineer (Software, Tier 2)


Jornada Laboral:
Completa

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Lead Customer Support Engineer (Software, Tier 2)

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Detalles de la oferta

About ElectroNeek

ElectroNeek is a rapidly-scaling SaaS company in the Robotic Process Automation space. Having graduated from Y Combinator in the winter 2020 batch, we’ve grown incredibly quickly to 200+ clients, and 50+ globally distributed employees. Founded by pioneers in the RPA space, with deep experience in the domain, we’re backed by market-leading investors, including 645 Ventures and SOMA Capital.


We’re anticipating continued and dramatic growth through 2021, as we are enabling unfettered access to the benefits of intelligent hyper-automation, without the typical enterprise-level costs and headcount.


We were recently named G2’s momentum leader in the RPA space for 2021, and our team has garnered a host of accolades; in just one short year we’ve made our way up the charts to become a top-ranked intelligent automation solution in the US, as ranked by both G2 and Capterra/Gartner.


Our explosive growth has opened up a host of new opportunities; we are presently seeking a Lead Customer Support Engineer for the LATAM market, working fully remote, to help us continue our rapid scaling.


Our Lead Customer Support Engineer position is a good opportunity for a specialist who would like to combine ticket support activity via email and communication with customers via Zoom calls while helping the sales team on tech product demonstrations.


Responsibilities:

- Provide 1st and 2nd lines technical support for company’s software applications - Tickets processing within ticketing systems

- Direct collaboration with other departments (R&D and Product Management mainly)

- Documentation of support tickets in the company’s knowledge base

- Provide product technical demos to potential customers

- Regional team mentorship and leadership


Required skills:

- Native Spanish, fluent Portuguese is a big advantage.

- Advanced spoken and written English is a must (interview will be in English)

- Minimal 7 years of experience in application support within a software development company

- Minimal 2 years in Support Lead role

- Basic knowledge of Javascript is must have

- Understanding of Robotic Process Automation as technology and UI

automation

- SaaS support experience

- Desktop software troubleshooting skills

- Experience with application logs investigation and interpretation

- Hands-on experience in low-code systems or b2b SaaS automation platforms (Workato, Tray.io)

- Product quality improvement-oriented mindset

- Experience with Jira and Confluence

- Knowledge of tickets tracking systems (ZenDesk preferred)

- ZenDesk configuration and administration experience is a big advantage - Experience in technical documents writing (in English)

- Basic SQL knowledge is nice to have


Soft skills:

- Strong client-facing and communication skills

- Responsible, responsive, proactive, willing to help, ready to resolve issues. - Responsible and self-motivated

- Strong analysis skills

- Ability to learn new technologies

- Ability to multitask and prioritize between competing activities


What we offer:

- You can work remotely from any place of the World (Slack)

- Work in a fully remote team

- Weekdays from 10 am - 7 pm EST (New York time zone)

- Stable salary, potential Stock Option plan

- Day offs and vacation


Nivel Jerárquico: Profesional Senior

Salario Nominal: Desde $ 9000000 Hasta $ 10000000

Horario: 10 am - 7 pm EST (New York time zone)

Requisitos



Idiomas:
  • Inglés
  • Portugués
  • Español

Estudio Mínimo Necesario: Postgrado - Master - Doctorado Completo

Áreas de estudio:
  • Seguridad Informática
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