About the Role
This position supports clients using the company's digital experience platform by diagnosing technical issues, guiding users, and collaborating with engineering teams to resolve problems efficiently.
Responsibilities
- Respond to customer inquiries via email and ticketing systems
- Diagnose and troubleshoot technical issues reported by users
- Escalate complex problems to engineering teams with detailed documentation
- Guide customers through resolution steps using clear, non-technical language
- Maintain accurate records of support cases and outcomes
- Collaborate with internal teams to improve product reliability
- Monitor active cases to ensure timely follow-up
- Identify recurring issues and contribute to knowledge base improvements
- Assist in onboarding new customers to the platform
- Provide after-hours support on a rotating schedule
- Communicate status updates to customers during incident resolution
- Follow established support workflows and escalation paths
- Document technical solutions for internal and customer use
- Participate in team meetings and training sessions
- Support customers during product updates and maintenance windows
- Ensure compliance with data privacy and security policies
- Track key performance metrics related to support quality
- Use CRM tools to manage customer interactions
- Coordinate with account management teams on critical issues
- Maintain familiarity with product updates and new features
Nice to Have
- Experience supporting enterprise-level software
- Knowledge of digital marketing or e-commerce platforms
- Familiarity with cloud infrastructure concepts
- Previous work in a 24/7 support environment
- Understanding of agile development processes
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model
Team
Part of the global customer support team
Work Hours
This role requires availability during EMEA and US business hours, including some overlap with late afternoon and early evening times in Europe to support North American customers.
Growth Opportunities
Performance in this role may lead to advancement into senior support, technical account management, or engineering roles.
Available for eligible candidates
