Job Description
Influ2 brings your ABM to the contact-level. With Influ2, you can act on contact-level intent, reach specific buyers with ads, and make the revenue impact clear.
180+ enterprises and mid-market companies worldwide, including industry leaders such as Snowflake, Datadog, and Capgemini, love our technology. We hope you will love it too.
As a Technical Support Engineer, you’ll be the go-to expert for resolving complex technical issues, ensuring seamless communication between our internal teams and customers. You’ll be responsible for handling customer requests, troubleshooting, and keeping everyone in the loop to deliver the best experience possible to our clients. If you’re passionate about tech, love getting into the weeds of troubleshooting, and want to make a difference, this role is for you!
*Heads-up: this role covers the afternoon/evening shift to keep our team operations running smoothly.
What you’ll do:
Bridge Communication: Act as a vital link between CSMs, Product/Development Teams, and Customers to address technically complex support issues.
Resolve Customer Issues: Effectively investigate, understand, and resolve complex customer issues, delivering timely updates and solutions.
Manage Tickets & Update Stakeholders: Own the lifecycle of tickets from opening to resolution, ensuring accurate tracking and clear communication with all stakeholders.
Troubleshoot & Diagnose: Dive deep into the product to identify root causes of technical glitches, bugs, or integration issues.
Report Issues: Proactively escalate widespread customer issues or product bugs to relevant engineering and product teams to minimize customer disruption.
Document Knowledge: Contribute to the internal knowledge base by creating documentation for the fastest resolution of similar tickets in the future.
Experience:
- 2+ years of experience in customer-facing technical support, ideally within a B2B SaaS environment.
- Hands-on experience with customer support platforms and ticketing tools (Pylon, Zendesk, Intercom, Jira Service Desk, or similar)
- Solid understanding of web technologies: HTTP, REST, JSON, Cookies, Tokens, and browser behavior.
- Hands-on experience with Postman or similar API testing tools.
- Good knowledge of SQL DB (writing queries and analyzing data) would be a plus.
- Experience with log analysis and monitoring tools (Grafana, Kibana, or similar) would be a plus.
- Familiarity with Zapier and Make (Integromat) would be a plus.
Skills:
- Upper-Intermediate English: You can confidently communicate with cross-functional teams and clearly articulate ideas to both technical and non-technical stakeholders.
- Problem-solving skills: You enjoy solving problems and getting into the weeds to troubleshoot issues.
- Ownership & Autonomy: You can manage your priorities and handle challenging cases independently, remaining composed, solution-oriented, and professional.
- Product Mindset: You understand how our customers utilize the product to their fullest potential and approach issues from a user-centric perspective.
- Curiosity: You always want to learn, stay updated with product changes, and understand clients’ setups better.
At Influ2, we highly appreciate a wide range of experiences and backgrounds. So, even if your history doesn’t perfectly match our list, we would still be delighted to receive your application and learn more about you!
What’s in it for you?
- Startup Environment. Influ2 has a flat organization without hierarchy in communication. Horizontal communication is encouraged, and everyone’s opinion is essential.
- Working alongside a fast-growing team of professionals distributed among ten countries, setting the new global B2B advertising standard, has already been adopted by Fortune 500 companies.
- Remote Flexibility with the freedom to work from your preferred location, with a schedule tailored for maximum alignment with our team.
- Generous and flexible PTO policy, which empowers you to take the time you need, ensuring you come back refreshed and ready to make an impact.
We’ve raised a total of $15 million in our Series A round, maintaining a cash-positive business for the past 18 months while achieving 50% growth.
About Influ2
We’re convinced that the diverse ideas and experiences every Influ2encer brings are the key to our success. To make sure our culture and products reflect this blend of viewpoints and backgrounds, there’s no room for discrimination here. Our approach to hiring, training, promoting, and compensating individuals is grounded in merit and competence.
We’re committed to offering equal employment opportunities to all qualified individuals, no matter their race, age, religion, where they come from, gender identity or expression, sexual orientation, marital status, physical or mental disability, military or veteran status, or any other characteristic protected by law. Everyone at Influ2 plays a part in keeping our workplace welcoming and free from discrimination and harassment.
