Technical Support Specialist, Supermetrics
$60k
+ Bonus + Stock options
More information about location
Data integration platform
Be an early applicant
Data integration platform
501-1000 employees
Be an early applicant
$60k
+ Bonus + Stock options
More information about location
501-1000 employees
Company mission
To make data analysis simpler, more productive and more connected.
Role
Who you are
- 2-3 years experience delivering effective technical support within a Martech or SaaS company
- Bachelor's degree in a technical discipline, or an equivalent combination of work experience and relevant third party certifications
- Basic web programming and SQL knowledge
- Familiarity with web technologies, APIs, data integrations, and data warehousing
- Experience with CRM systems and support ticketing platforms (e.g., Salesforce, Zendesk)
- Have effective problem-solving skills to identify and implement solutions. Including self-driven research, collaboration with other departments, and testing
- Be highly motivated and able to prioritise effectively within a largely asynchronous and remote work environment
- Have clear and flexible communication skills with both internal and external parties
- Have a mindset of continuous personal growth and development
What the job involves
- We’re looking for our new Technical Support Specialist to join our Customer Support team based in North America
- As a Technical Support Specialist, you will serve as an invaluable partner for our customers, working with them as they use our platform to manage their marketing data to make informed business decisions
- This will include identifying and resolving issues, providing technical guidance, diagnosing and functionally escalating issues, consultations on report building and data management initiatives, and advising on best practices to our customers to support them in reaching their goals
- Serve as the primary point of contact for customers seeking technical assistance via various channels including email, video conferencing, and live chat
- Diagnose and resolve technical issues related to our marketing analytics technology platform, including software configuration, data integrations, and API usage
- Collaborate with customers to understand their technical requirements and provide tailored solutions to meet their needs
- Escalate unresolved issues to the appropriate internal teams such as engineering or product development, and effectively manage customer expectations and communications related to the troubleshooting effort and resolution
- Document, with a high degree of accuracy all customer interactions, issues, and resolutions in our Support ticketing system
- Assist in the development and maintenance of technical support documentation, including knowledge base articles, troubleshooting guides, and FAQs
- Stay up-to-date on product enhancements, new features, and industry best practices to provide timely support and guidance to customers
- Participate in regular training sessions to enhance technical knowledge of cross functional team mates
Our take
Helsinki-based Supermetrics is a data integration platform making it easy for marketers and business intelligence teams to analyse data from popular ad platforms such as Facebook, Google and Twitter and integrate them into their preferred analytics and data warehouse platforms.
Despite competition from companies such as Fivetran and Adverity, the company boasts an impressive client list, including Nestlé, Warner Bros., and L’Oréal. This is owed to its variety of products, such as Supermetrics for Google Sheets, Excel, and BigQuery.
Supermetrics' success is product-led, and due to the increase in demand for its offerings, the company witnessed a growth of 40% YoY in 2022. Going forward, the company is focused on continuing its strong growth path and hopes to at least double its turnover. It's also emphasising its presence in the US market as important and expects to grow fast.
Freddie
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (2 rounds)
Aug 2020
$46.3m
SERIES B
Nov 2017
$4.1m
SERIES A
Total funding: $50.3m
Company benefits
- Health and wellness: We cover your healthcare costs, and you'll get a wellness allowance for things like sports, massage, and meditation.
- Equity & bonuses: All full-time Supermetrics employees are owners through equity. Everyone is also part of a personal bonus or commission plan.
- Flexible remote work: Enjoy working flexibly from home and in productive and uplifting office environments. Fully remote employees get a stipend to upgrade their home office.
- Generous paid time off: We take recharging from work seriously and encourage you to take all your leave. Paid parental leave is part of the package, too, of course.
- Personal learning stipend: We offer a personal learning budget to boost your professional growth.
- Excellent equipment: You’ll get a laptop, a phone with a plan, noise-canceling headphones, plus the ergonomic equipment you need for your work. And your wifi is on us, too.
- Stellar team events: We're known for our amazing team events, parties, and offsites. We also happily support employee-organized activities that bring teammates together.
Company HQ
Kluuvi, Helsinki, Uusimaa
Leadership
Mikael Thuneberg
(Co-Founder & Chairman of the Board)Experienced Researcher, having previously worked at 15/30 Research, Sulake, and T-Media. Also the founder and CEO of Automate Analytics.
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