Инженер технической поддержки вакансии

Location: Americas Remote About Customer.io Over 9,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data. About the role Hi, I'm Aerie, Manager, Technical Support Tier I at Customer.io . I’m looking for a Technical Support Engineer to join our growing team based in Canada. 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. On a day-to-day, you’ll triage a diversity of support tickets as well as work on process improvement, and conduct regular touch points with our Product and Customer Success teams. You'll also help new and existing customers get up and running with our product, diagnose tricky situations, and aid companies in achieving their business goals. Our TSEs have contact with more customers than anyone else in the company, so you’re our secret sauce to ensure we provide a remarkable customer experience. Our customers are core to everything we do (it’s in our name!) - so it's key to bring your passion to customers and help solve their problems to advocate for product improvements. Today, our Technical Support team is powered by Zendesk for ticketing, Linear for bug tracking, and Zapier for automating support team workflows. We support our customers through email and live chat. While we mostly interact with each other through Notion and Slack, it’s not uncommon for us to jump on a Zoom or Roam pairing session or a video call to clarify customer scenarios or share tips to remedy customer issues. Are you interested in growth opportunities? So are we. Our Technical Support Team offers various career paths, such as our Engineering, Product, or Customer Success Teams. We're looking for folks who want to develop professionally as Customer.io grows. What we are looking for: Located in Canada Working hours align with Central or Mountain time zone This role includes rotating weekend support coverage Experience in a technical support role and/or customer-facing role Familiarity or comfort with offering live channel support An understanding of basic programming concepts (API, variables, if-else statements, loops, etc.). If you know some Javascript, too, that's even better! Excellent written and verbal communication skills Be motivated with 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 a plus or supporting email marketing/business communication tools! 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 during interactions with customers and your team. Empathy is one of your strongest attributes. Compensation & Benefits We believe in transparency. Starting salary for this role is $70,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment. In addition to base salary, this role includes an equity grant in the form of stock options, so you share in the success you help build. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more. See full benefits here → Our Process No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision. 30-minute video interview with Recruiter 45-minute video call with Hiring Manager A take-home assignment to prepare for your next interview 60-minute video call with three potential teammates to go over the take-home assignment 30-minute video call with Senior Leadership 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. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact. Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact jobs@customer.io . Join us! Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you're excited by what you read — apply now.

принимать и обрабатывать входящие заявки; консультировать пользователей по рабочим вопросам;

Основные обязанности: Управление и поддержка рабочих мест пользователей и сетевой инфраструктуры компании; Решение проблем пользователей и консультирование относительно методов работы, оборудования и программного обеспечения;

Оказывать техническую и консультационную поддержку клиентам по телефону. Совершать исходящие звонки для уточнения деталей и проработки заявок.

Отвечать на запросы клиентов (звонки, мессенджеры, 50+ задач в день - не соскучишься!). Устранять сбои и помогать ресторанам работать бесперебойно (с ПО iiko и кассами - всему научим!).

Диагностика и ремонт ПК, ноутбуков, офисной техники (замена и заказ комплектующих, чистка ПК и ноутбуков, переустановка ОС, сетевая печать и сканирование). Протяжка сети в офисе.

Принимать обращения клиентов по телефону и в чатах. Разбираться в вопросах пользователей и помогать находить решение.

бесперебойную работу программных продуктов 1С на стороне клиента. клиентам сервисы, предусмотренные договором ИТС (например, 1С-Отчётность, 1С-Контрагент, и др.), а также.

Участие в проектах по развитию инфраструктуры клиентов: развертывание, обновление и настройка рабочих мест и ИТ-систем. Установка, настройка и перенос оборудования (рабочие станции, принтеры, базовое сетевое оборудование).

Вам предстоит : регистрация и обработка заявок, поступающих от клиентов компании по телефону и e-mail, ведение заявок в Service Desk согласно приоритетам; работа с обращениями пользователей по телефону (не настройка оборудования), работа с людьми;

💎 Управлять руководителями групп и специалистами первой линии, планировать нагрузку и контролировать каналы поддержки, отвечать за сервисные показатели, проводить аудит команды и улучшать процессы, внедрять регламенты и стандарты обслуживания, вести проекты по улучшению клиентского опыта.

Задачи: — собирать повторяющиеся задачи; — работать с AI-сервисами; — проверять готовые сценарии; — помогать переносить процессы в цифровой формат. Условия: — доход от 85 000 ₽; — полностью удалённо; — обучение инструментам внутри проекта. Дополнительно: — не обязательно уметь программировать для работы с автоматизацией; — навыки работы с ИИ становятся всё более востребованными в 2026 году.

- коммуникация с B2С-партнёрами на английском. - видит профессию Customer Success как основную.

Консультирование пользователей по работе с системами 1С через систему Service desk и по телефону. Обработка поступающих обращений от пользователей.

Установка, подключение ПК, ноубуков и оргтехники; Инсталляция и настройка операционной системы, офисных приложений программного обеспечения общего назначения;

Задачи: — Общение с пользователями в чате: быстро отвечать на обращения, разбираться в проблемах и понятно объяснять следующие шаги. — Проверка статусов платежей в админ-панели и помощь пользователям в понимании ситуации с их переводом. — Фиксация багов для команды разработки с подробным описанием действий пользователя, фактического и ожидаемого результата, приложением ID перевода и скриншотов. — Общение может проходить на разных языках с помощью переводчика, основной рабочий язык — русский. Требования: — Грамотное письменное владение русским языком и уверенный английский (B2). — Для общения на других языках достаточно уметь пользоваться нейросетями или переводчиками. — Опыт работы в чат-поддержке будет плюсом, особенно в финтехе или мобильных приложениях. — Внимательность к деталям и спокойная работа с суммами, ID переводов и статусами платежей. Условия: — Полностью удалённая работа. — Поддержка пользователей в чате. — Основной поток обращений с 06:00 до 22:00 CET. — Загрузка около 8 часов в день. — График 2/2, 5/2, смены — возможны разные форматы. — Оплата 800-1000 USD в месяц. Как измеряем результат: — Скорость закрытия вопроса пользователя — от первого сообщения до решения. — Положительные отзывы на Trustpilot, App Store или Google Play, отмечающие поддержку.

We are onboarding an associate to manage daily order desks, direct messaging, and buyer assistance for our direct-to-consumer store. - Flawless Written Communication: Top-tier English, precise grammar, and a courteous, professional desk manner.

Location: Europe (+/- 3 hours) Workplace: Remote 👋 A LITTLE ABOUT US We’re building the best platform for authoring, publishing, and maintaining world-class docs. Close to 40,000 sign-ups per month, over 100k Monthly Active Users, used by 2M+ people and thousands of teams like Zoom, FedEx, Nvidia, Snyk, and Google. We’re profitable, backed by P9 Capital, Notion Capital, and Fly VC, and our amazing team is spread across 15 countries in North America, Europe, and Asia. 👩‍💻THE ROLE We see Support at GitBook as a key function to strengthen customer trust. Every conversation is a chance to shape the product and make our support model more scalable. As a Technical Support Specialist, you’ll help technical teams document and share what they know with GitBook. You’ll answer product questions and troubleshoot issues with custom domains, integrations, APIs, SSO/SAML and bugs. You’ll use your knowledge of Git and DNS, and your ability to read logs across platforms to track down problems. You’ll keep first-response time, resolution time, and CSAT on track and share recurring feedback with Product and Engineering to improve GitBook. You'll turn what you learn into insight that shapes our roadmap, reduces friction and helps customers succeed long-term. 🫶YOU WILL BE VALUED FOR - Technical foundations: You know Git, GitHub/GitLab, SAML SSO, DNS and web fundamentals such as caching and redirects. - Developer fluency: You’re comfortable reviewing code, testing APIs and understanding OpenAPI specifications to support customers using our Integrations Platform. - AI forward thinking: You’re familiar with AI and LLM tools (including MCP) and keep up with new developments. You bring ideas for automation, self-service and smarter workflows. - Customer empathy and clear communication: You listen carefully and explain complex issues simply both in writing and conversation with a friendly tone. - Prioritization under pressure: You keep a busy queue moving with quick thoughtful replies while investigating deeper issues. You know when to switch focus or escalate. - Systems thinking: You don't just solve tickets. You ask why they happened and how to prevent the next hundred. - Remote collaboration: You troubleshoot with teammates, share what you learn and know when to work async or jump on a call. - Autonomy and adaptability: You take ownership, try things, ask for help when needed and learn as the product and team evolve. - Market curiosity: You follow how technology, AI, documentation and developer tools are changing and where GitBook fits. You dig into customer problems and bring ideas back to the team to improve our product, processes and customer experience. 🙌 WHAT WILL YOU BE DOING - Solving high-impact technical problems: Triage, troubleshoot and debug customer problems, knowing what needs urgent escalation and what belongs in a bug report or roadmap discussion. Document complex issues with reproduction steps and relevant logs and work with Engineering to resolve them. - Supporting customers: Help customers through our Helpdesk, Slack or Teams with everything from Authenticated Access and SAML SSO to monorepos and redirects. Ask follow-up questions to understand what they’re trying to achieve, help them get more from GitBook and build relationships where they feel comfortable sharing honest feedback. - Turning support into product insight: Spot recurring bugs, friction points and feature requests. Quantify their impact, suggest workarounds and bring clear, evidence-based recommendations to Product, Engineering and Design. - Shaping how we work: Help our small team improve how we prioritize, triage and automate support. You’ll work with evolving processes rather than a fixed playbook, take initiative with limited guidance and speak up with ideas and concerns. ✨ WHAT'S NEXT? Here's what our process will look like: - A screening interview with our People Team - 30 minutes - Interview with Support team member (technical interview) - 45 minutes - Technical Exercise - Meeting Hiring Manager + Support Team - 45-60 minutes - Meeting our CEO - 30 minutes - Offer *This process is not set in stone, we might add steps to the process as we go along, like a work sample. We will make sure to keep you posted! 👥 Join GitBook at a pivotal time as we evolve our product and team. This is a chance to shape our product, craft, and culture https://www.gitbook.com/about#open-roles.