Technical Support Engineer

Customer.io; México; A distancia; MXN 1,091,000 - 1,285,000; Jornada completa

Descripción de la vacante

A rapidly growing SaaS company seeks a Technical Support Engineer to join their team. This role involves diagnosing customer issues, improving processes, and ensuring a remarkable customer experience. The ideal candidate has technical support experience and excellent communication skills. Benefits include a competitive salary of $70,000 USD, complete health coverage, unlimited PTO, and a budget for professional development.

Servicios

100% coverage of medical, dental, vision, and mental health insurance premiums

16 weeks paid parental leave

Unlimited PTO

Stipends for remote work and wellness

Professional development budget

Formación

• Experience in a technical support role and/or customer-facing role.
• Excellent written and verbal communication skills.
• Motivation and a self-starter attitude.

Responsabilidades

• Triage support tickets and diagnose technical issues.
• Work on process improvement initiatives.
• Conduct regular touch points with Product and Customer Success teams.

Conocimientos

Technical support experience

Excellent written communication

Ability to work in fast-paced environment

Experience with SaaS platforms

Customer-facing role experience

Descripción del empleo

Hi, I'm Caitlin, a Technical Support Manager at Customer.io. I’m looking for a Technical Support Engineer to join our team based in North America.

As a Technical Support Engineer, you’ll communicate directly with our customers via our Support Center. Our team is especially excited to hear from folks with Technical Support backgrounds who have experience communicating technical tasks mostly over email—a strong ability to communicate in writing is more than nice to have.

Responsibilities

• Triage a diversity of support tickets and diagnose technical issues.
• Work on process improvement initiatives.
• Conduct regular touch points with Product and Customer Success teams.
• Help new and existing customers get up and running with our product.
• Ensure a remarkable customer experience and advocate for product improvements.

Qualifications

• Experience in a technical support role and/or customer‑facing role.
• Familiarity or comfort with offering live channel support.
• Excellent written and verbal communication skills.
• Motivation and a self‑starter attitude.
• Previous work for a SaaS company or an understanding of technical platforms.
• Ability to work in a fast‑paced, team environment.
• Experience with the Marketing Automation industry or supporting email marketing/business communication tools is a plus.
• Availability to work PST/MST hours.

About You

• You love technical problem‑solving and demonstrate curiosity.
• You enjoy helping others with your technical knowledge and take pride in your work.
• You see every support interaction as an opportunity to improve the customer experience.
• You take ownership of delivering results and get satisfaction from getting things done.
• You’re passionate about learning new things.
• You’re not afraid to ask questions if you’re confused about how something works.
• You understand written communication is not always flawless and assume the best intentions; empathy is one of your strongest attributes.

Benefits

• Salary: $70,000 USD (or equivalent in local currency).
• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.
• 16 weeks paid parental leave.
• Unlimited PTO.
• Stipends for remote work and wellness.
• Professional development budget.

Hiring Process

• 30‑minute Zoom call with Recruiter.
• 45‑minute Zoom call with Hiring Manager.
• 45‑minute Homework Review Call with Team.
• 30‑minute Final Interview with Director, Technical Support.

All final candidates will be asked to complete a background check and employment verifications as part of our pre‑employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities and is committed to building an inclusive team culture. We do not discriminate on the basis of any protected group status under any applicable law and strive to implement bias‑free hiring practices.