Technical Support Engineer, EMEA
Provides technical support to EMEA customers by diagnosing product issues, answering questions, and driving resolutions across email, chat, and phone. Requires at least two years of customer-facing technical support experience, strong troubleshooting and communication skills, and UK work authorization.
About the job
Responsibilities
- Provide responsive, high-quality technical support to customers through email, chat, and phone.
- Investigate, troubleshoot, replicate, and resolve product issues and answer how-to questions.
- Partner with Account Executives and internal teams to deliver a seamless post-deployment customer experience.
- Identify recurring questions and knowledge gaps and collaborate with Technical Writers to improve Help Center content and support resources.
- Translate customer feedback and support trends into actionable product and customer-experience insights.
- Deliver proactive, white-glove support by anticipating follow-up questions, identifying downstream issues, and providing clear guidance and next steps.
- Improve support workflows, triage practices, and product-feedback evaluation processes.
- Use AI thoughtfully to streamline support processes and improve response quality while maintaining customer care standards.
Requirements
- 2+ years of experience in customer service, technical support, or a related customer-facing role.
- Strong technical aptitude and excellent written and verbal communication skills.
- Empathetic, customer-first mindset and commitment to customer advocacy.
- Ability to prioritize effectively, manage competing requests, and escalate issues with sound judgment.
- Excellent troubleshooting, analytical, and problem-solving skills.
- Ability and enthusiasm to work cross-functionally.
- Collaborative, team- and goal-oriented approach with strong ownership.
- Basic familiarity with Service Cloud or another customer service or support platform.
- Unrestricted right to work in the United Kingdom.
Benefits
- Private medical and dental insurance covered at 100% for employees and dependents.
- Life assurance and income protection.
- Generous leave policies, including parental, medical, and compassionate leave.
- Family-forming support through Maven.
- Monthly wellbeing, hybrid-work, and applicable phone-use stipends.
- Standard pension contribution scheme.
- Regular team events.
Skills
Technical Support, Troubleshooting, Service Cloud, Customer Service Platforms, Problem Solving, Technical Aptitude, AI, Help Center Content
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