View more
2 days ago
Technical Support Engineer – EMEA
Job Location: Remote
Job Summary
- We seek a Technical Support Engineer to join our team and deliver excellent service for a leading global SaaS company with millions of users.
- You will engage with customers, both technical and non-technical, on a personal level.
- Familiarity with key languages like JavaScript, Node.js, and PHP is highly valued. Don’t hesitate to apply even if you don’t meet all the requirements – we welcome applicants from diverse backgrounds, including those without customer-facing experience.
What You’ll Do
- Becoming a technical expert on the Postman platform
- Taking ownership of customer reported issues and seeing problems through to resolution
- Streamline process, run experiments, build/maintain internal tools, build proofs-of-concepts for users
- Contributing to our FAQs, which serve as our customer’s knowledge base
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
- Working with engineering, product, and customer teams to ensure speedy resolution
- Interacting with Postman’s developer community of 15 million+ via our support channels, our public Github issue tracker and the community
- Achieving key metrics around CSAT, responsiveness, and # of iterations to a successful resolution
About You
- 2+ years of experience doing technical product support for a modern / SaaS product
- Previous experience with API Development / SaaS products
- Excellent client-facing skills
- Excellent written and verbal communication skills
- Very comfortable with technical concepts, great analytical skills, and can explain how Postman works to a range of audiences
- Familiarity with software products in general, basics of networking, fundamentals of REST APIs, and how the web works
- Able to work asynchronously with a globally-distributed team
- Familiarity with support platforms like Jira, Github, and Confluence.
