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Technical Support Engineer

3 weeks ago
Poland, Portugal, Ukraine
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Grafana HTTP JSON Kibana Postman REST API SQL
Apply Now
Influ2

Influ2

Influ2 is a person-based marketing platform revolutionizing B2B marketing by targeting decision makers and boosting conversion rates for global enterprises.

Professional Services
51-250
Founded 2017
$3M raised
View All Jobs 4

Description

  • Act as the primary technical contact between CSMs, Product/Development teams, and customers on complex support issues.
  • Investigate, troubleshoot, and resolve customer issues, bugs, and integration problems in a timely manner.
  • Own the full ticket lifecycle from opening through resolution, including tracking and stakeholder communication.
  • Diagnose root causes by digging into the product and related technical systems.
  • Escalate widespread customer issues and product bugs to engineering and product teams when needed.
  • Document recurring issues and resolutions in the internal knowledge base.
  • Provide clear status updates and solutions to both technical and non-technical stakeholders.
  • Support customers during the afternoon/evening shift to maintain team operations.

Requirements

  • 2+ years of experience in customer-facing technical support, ideally in a B2B SaaS environment.
  • Hands-on experience with customer support platforms and ticketing tools such as Pylon, Zendesk, Intercom, or Jira Service Desk.
  • Solid understanding of web technologies including HTTP, REST, JSON, cookies, tokens, and browser behavior.
  • Hands-on experience with Postman or similar API testing tools.
  • Upper-Intermediate English with the ability to communicate clearly with cross-functional teams and customers.
  • Strong problem-solving skills and the ability to troubleshoot issues independently.
  • Ownership and autonomy to manage priorities, handle challenging cases, and remain solution-oriented under pressure.
  • Product mindset with a user-centric approach to understanding how customers use the product.
  • Curiosity and willingness to stay updated on product changes and client setups.
  • Good knowledge of SQL databases, log analysis/monitoring tools like Grafana or Kibana, or automation tools like Zapier and Make is a plus.

Benefits

  • Remote flexibility with the freedom to work from your preferred location.
  • A schedule tailored for alignment with the team, including an afternoon/evening shift.
  • Generous and flexible PTO policy.
  • Flat organization with horizontal communication and no hierarchy in communication.
  • Opportunity to work with a fast-growing distributed team across ten countries.
  • Backed by a $15 million Series A and a cash-positive business for the past 18 months.
  • A company culture that emphasizes merit, competence, and equal employment opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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