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
