Technical Support Specialist - Germany

Sei unter den ersten Bewerbenden.
Nur für registrierte Mitglieder
Berlin
EUR 40.000 - 70.000
Sei unter den ersten Bewerbenden.
Vor 3 Tagen
Jobbeschreibung

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About Us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offering marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.

We have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, we’ve unlocked unicorn status following our Series D round. We are backed by top-tier investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from startups to Fortune 500 giants like Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Domino’s, CNN, and more.

Having achieved unicorn status, Insider was recognized as one of the few woman-founded, women-led B2B SaaS unicorns in the world, reaching $200M in CARR. The company has been named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023. We are also in the top 1% of all software companies worldwide in G2’s 2024 Software Awards and in the Top 10 Best Software Products with the most #1 rankings, alongside Google, Zoom, and Monday.com. G2’s Spring’24 reports also name us the #1 G2 Leader in 6+ categories, including Customer Data Platforms, Personalization Engines, and E-commerce Personalization.

Our founders aimed to create not just a product company but a socially progressive tech community. Through initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, we impact communities across 27+ countries, focusing on health, education, farming, animal rights, and increasing women’s representation in STEM.

Behind these achievements is a talented, passionate team across 27+ countries that moves fast, creates innovative products, and aims to make a difference. If you want to join us, keep reading.

First things first: What is this role about?

We are underdogs who believe actions speak louder than words. As a customer-first company, we go the extra mile. Our Technical Support Specialists (TSS) share what their day-to-day looks like, and here’s a summary.

Role Description

As a Technical Support Specialist, you will be a key part of the Partner Success Team, managing support processes for our partners using our products and services. Success in this role requires excellent communication skills and strong problem-solving abilities.

Your main responsibilities include providing seamless support experiences to partners, troubleshooting technical issues, resolving partner requests, reviewing queries, and finding creative solutions to streamline their requirements. You will leverage your knowledge to help partners overcome technical challenges and expand their use of the Insider platform. Additionally, you will advocate for partners by sharing their feedback with the Product team to improve our offerings. Meeting SLAs such as response time and resolution lead time is also crucial.

Requirements

  • A university degree in Business, Marketing, Engineering, or related fields
  • Experience supporting a technical product, ideally in SaaS, or in MIS or Software Development teams
  • Strong communication skills in English and German (written)
  • High sense of responsibility and accountability
  • Ability to respond promptly and follow up systematically
  • A natural problem solver with a positive attitude and a passion for helping others succeed
  • Good debugging and troubleshooting skills
  • Knowledge of HTML, CSS, or other programming languages is a plus

What We Expect From You

  • Ability to build strong relationships with customers, including at the executive level, demonstrating sharp business acumen
  • Excellent oral and written communication skills, positive attitude, and great listening skills, as we serve clients worldwide
  • Self-motivated, tech-savvy, always seeking new solutions and ideas to improve client relationships
  • Care for clients and ensuring they feel at home with our products and support
  • Strong project and time management skills, with attention to detail
  • Passion for testing, measuring, and improving outreach and follow-up effectiveness
  • Flexibility to work in a fast-paced startup environment
  • Understanding of basic web concepts and digital marketing

What We Offer

  • The opportunity to work in an international, diverse, and inclusive environment
  • Access to a global network
  • Option to become a Shareowner via our Shareowner System
  • Be part of shaping the future of customer experience industry
  • Competitive compensation packages
  • Training in hard and soft skills, including weekly sessions with industry leaders
  • Access to Udemy’s extensive courses
  • Opportunities to share your skills and deliver training or workshops
  • Fun team activities
  • No dress code

Does this position sound like a fit for you? We’d love to hear from you!

We are an equal opportunity employer, embracing diversity and inclusion regardless of sex, race, color, nationality, religion, gender identity, sexual orientation, disability, citizenship, or marital status.

Follow Insider on LinkedIn, Instagram, YouTube, and Medium!