Technical Support Engineer

Duda; Louisville (CO); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

Health benefits

401(k) plan

Parental leave

Hybrid schedule

Lunch provided

Job summary

Duda is seeking a Technical Support Engineer to join our Customer Success team in Louisville, CO. You will respond to inquiries via chat, phone, and email, troubleshoot technical issues, and help customers maximize value from our website platform.

This role offers a hybrid schedule (3 days in the office, 2 remote) with health benefits, 401(k), and paid parental leave. You’ll collaborate with Product, Sales, QA, and Account Management to ensure successful customer outcomes.

Qualifications

• 1-2 years of experience providing exceptional customer support in a SaaS or technical software company.
• Technical curiosity and relentlessness to figure out how things work.
• Empathy towards customer’s issues and confidence in your ability to drive them to success.
• Experience with CRM & Marketing tools, Google Analytics, Ads, and CWV is beneficial.
• Customer-oriented mindset: you "own" the customer's problems and are able to solve inquiries effectively and efficiently.

Responsibilities

• Respond to customer support inquiries via chat, phone and email promptly and accurately.
• Handle technical escalations and collaborate with peers to coordinate solutions.
• Promote Duda’s product features and assist customers in adopting Duda’s products for long-term success.
• Engage with customers to ensure all Duda functionalities and offerings are fully utilized.
• Advocate for customers needs and contributing to our growing knowledge base of articles and videos.
• Work cross-functionally with Sales, Product, QA, and Account Management teams to support Duda’s diverse customer base.
• As part of our Customer Success team, you will also help drive product adoption, share best practices and implement growth and optimization strategies to drive maximum value and success with new and existing Duda customers.

Skills

Customer support

CRM tools

Google Analytics

Ads

CWV

Empathy

Tools

CRM software

Google Analytics

Advertising platforms

CWV

Job description

Position Title: Technical Support Engineer

Reports to: VP, Customer Success

About Duda

Duda is a leading website platform for professionals, powering agencies, SaaS companies, and web teams as they build and manage high-quality websites at scale. Our platform combines design, collaboration, automation, and AI capabilities that help customers work faster and grow smarter — and it's proven at scale, powering over 1 million websites worldwide.

With teams across the US, Israel, Canada, Brazil, and the UK, we're guided by three core values: Growth, Innovation, and Impact. You'll find them in how we build product, how we work together, and how we invest in our people's development.

In Colorado, we offer a flexible hybrid work environment and have earned multiple \"Best Places to Work\" awards. Duda is a profitable business backed by $100 million in funding from notable investors, giving us the stability to invest for the long term.

A Day in the Life

Do you measure your success by the success of your customers? At Duda we are driven by our desire to empower our customers with the most innovative and efficient tools for creating, managing, and cultivating the online presence of their SMB customers.

What You’ll Do

• Respond to customer support inquiries via chat, phone and email promptly and accurately


• Handle technical escalations and collaborate with peers to coordinate solutions


• Promote Duda’s product features and assist customers in adopting Duda’s products for long-term success


• Engage with customers to ensure all Duda functionalities and offerings are fully utilized


• Advocate for customers needs and contributing to our growing knowledge base of articles and videos


• Work cross-functionally with Sales, Product, QA, and Account Management teams to support Duda’s diverse customer base

As part of our Customer Success team, you will also help drive product adoption, share best practices and implement growth and optimization strategies to drive maximum value and success with new and existing Duda customers.

What You Bring

• 1-2 years of experience providing exceptional customer support in a SaaS or technical software company


• Technical curiosity and relentlessness to figure out how things work


• Empathy towards customer’s issues and confidence in your ability to drive them to success


• Experience with CRM & Marketing tools, Google Analytics, Ads, and CWV is beneficial


• Customer-oriented mindset: you \"own\" the customer's problems and are able to solve inquiries effectively and efficiently

What We Offer

• Competitive compensation, including base salary and equity


• Company-subsidized health benefits (medical, dental, vision), including a HSA option with company contributions


• 401(k) Plan


• 16 weeks of paid parental leave


• Hybrid work environment (Tuesday-Thursday in office) with daily lunch provided


• A collaborative team that values ownership, accountability, and getting things done

We ensure equal pay for equal work and value diversity and belonging. While compensation offers will ultimately be based on the candidate's skills and experience, the expected salary range for this position is $60,000-$75,000.

Please note:

Duda values the connection, collaboration, and creativity sparked by working together in person. We also recognize and appreciate the freedom, flexibility, and focused work that comes with remote flexibility. This is why we believe that a hybrid schedule is a perfect balance of both.

Our Louisville, CO office has a hybrid work schedule (3 days in the office, two days remote).

Duda is an equal opportunity employer. We do not discriminate based on race, religion, gender, sexual orientation, age, disability, or any other protected status.