от компании (организации): ContentQuo O? в городе (населённом пункте): Москва, Россия
в отрасли экономики "Информационные технологии, интернет, телеком" → "Стартапы"
с заработной платой: от 650 до 850 EUR
Вакансия № 19722326 добавлена в базу данных сайта Работа в Москве и Московской области (МО, Подмосковье): Пятница, 1 ноября 2024 года.
Дата обновления вакансии № 19722326 на сайте Работа в Москве и Московской области (МО, Подмосковье): Четверг, 14 ноября 2024 года.
Обращаем Ваше внимание, что на момент обращения к работодателю вакансия № 19722326 может быть уже занята. Администрация сайта Работа в Москве и Московской области (МО, Подмосковье) приносит извинения за доставленные неудобства.
Требования к опыту работы:
1–3 года
Тип занятости:
полная занятость
График работы:
удаленная работа
Дополнительные сведения о вакансии: Support Engineer (B2B SaaS, eng/rus - remote)
Why join us?
ContentQuo is a fast-growing Estonian technology startup building a B2B SaaS that helps the world's commercial Translation & Localization industry (a €50B market) make fewer translation mistakes and spend less money on doing that.
After launching 3 years ago with a very lean team, we have acquired some world-class customers for our enterprise Translation Quality Management platform, and are now hiring to support the next stage of our growth!
In this fully remote role, you'll get an opportunity to work directly with our co-founders (CEO and CTO) who together have over 40 years of experience doing business in Translation.
About the role
As a Support Engineer, you'll be primarily helping business users of our B2B SaaS (translation managers, quality managers, language reviewers, and linguists) working for some of the world's best organizations like the European Parliament, Slack, and Electronic Arts.
Your task will be to resolve their technical challenges with our product, help them configure the product for best experience, reproduce bugs and drive resolution of them with our Engineering team, offer and/or find workarounds for any unresolved bugs, and answer occasional technical questions our users might have from time to time.
Support Engineer will initially report to our CEO directly, with a dotted line to our Product Owner (note that the reporting lines will likely change after 1-2 quarters).
You will work closely with:
- Engineering (incl. our CTO) in order to learn how to troubleshoot problems and report bugs in a way that makes them easy to fix, understand how to change product configuration safely, learn workarounds, and help engineers with technical tasks like testing and deployment
- Product Owner, to thoroughly understand the product & behaviour of our users and stay up-to-date on new features, as well as deliver continuous input to our product roadmap
- Sales (incl. our CEO), to offer high-priority assistance during new client onboarding
The compensation for the Support Engineer role is tied to the following KPIs:
- Response Time
- Resolution Time
- Customer Satisfaction
Responsibilities
- Evaluate and prioritize customer support cases
- Research, identify, and provide solutions to product issues
- Diagnose and troubleshoot technical problems, including account setup, product configuration, email deliverability, browser-specific behavior, etc.
- Ask customers targeted questions to quickly understand the root of the problem
- Track issues through to resolution, within agreed time limits
- Talk clients through a series of actions via email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to Engineering and verify fixes
- Create bugs in our bug tracking system (JIRA) with all information needed to fix
- Edit product configuration files and perform database changes on customer behalf
- Provide prompt and accurate feedback to customers
- Refer to internal documentation and/or external resources to provide accurate tech solutions
- Ensure all issues are properly logged and timely updated in our helpdesk software
- Manage multiple open issues at one time based on priorities and impact
- Follow up with users to ensure their problem was effectively solved
- Document technical knowledge in the form of instructions, notes, and manuals
- Maintain good relationships with our users
Requirements
- 1-2 years of experience as a successful IT technical support engineer focused on complex software applications for business users (ideally web-based B2B Saas)
- Ability and desire to help other people solve their technology problems
- Solid understanding of computer systems, web, apps, and other technology concepts
- Hands-on experience with helpdesk and bug tracking software (e.g. Zendesk, JIRA)
- Basic programming / scripting / automation skills (e.g. SQL, command line / shell, Python, REST API, etc.)
- Excellent communicator:
- English: fluent written (minimum level B2 - all customer communication is in English); speaking skills not essential
- Russian: fluent written + fluent spoken (minimum level C2 level - our Engineering team is Russian speaking)
- nice to have: ability to read&write fluently in other major languages (e.g. French, German, Chinese)
- Quick learner, attentive to details, problem-solver
- Nice to have: passion for languages, translation, localization, globalization
- Nice to have: experience with translation&localization tools (CAT, TMS, MT, QA, etc.)
Perks
- contract-based work for a EU company
- full time (5 days a week), fully remote, based in a EU-compatible timezone (9-18 CET availa)
- competitive salary in EUR directly tied to your KPIs
- paid vacation and sick leave time (20 business days per year)
- continuous education (online courses, conferences, workshops, etc.)
Откликнуться на эту вакансию: Support Engineer (B2B SaaS, eng/rus - remote)
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