Technical Support Specialist

1 day ago

Peshawar City Tehsil, Pakistan beBeeProductSupportEngineer Full time €60,000 - €80,000
About Our Role

At our organization, we automate security compliance for small and medium-sized businesses across Europe. Our platform seamlessly integrates with clients' technology stacks to extract necessary data and create checklists for compliance.

Responsibilities of this Position

The scope of this role includes:

  • Intercom chat support, where you'll own real-time customer interactions and respond efficiently.
  • Troubleshooting and Quality Assurance (QA), where you'll analyze issues, review logs, query databases, and escalate when required.
  • Documentation, process building, and automation, where you'll create knowledge base articles, videos, and internal documentation.

This position requires a technical professional who is eager to shape our product support function from the ground up, working closely with engineering and customer success teams.

Main responsibilities include:

  1. First-line support: Respond promptly and empathetically to customers via Intercom chat.
  2. Troubleshooting: Analyze issues, review logs, query databases, and escalate when needed.
  3. Quality Assurance (QA) and testing: Conduct pre-release checks to ensure product stability.
  4. Knowledge building: Create and maintain articles, videos, and internal documentation.
  5. Process design: Design workflows, tools, and best practices for support.
  6. Team enablement: Train Customer Success Managers on product features and common issues.
  7. Founding ownership: Set the standard for future support hires and help scale the function.

We're looking for an individual who can work collaboratively as part of a team while also owning specific tasks and responsibilities. As our Product Support Engineer, you'll have the opportunity to build the foundation for how we provide exceptional customer experiences.

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