Technical Support Engineer, Speakap
More information about location
Employee experience platform for frontline workers
Be an early applicant
Employee experience platform for frontline workers
21-100 employees
Be an early applicant
More information about location
21-100 employees
Company mission
To keep building, solving, and redefining what it means to work as one.
Role
Who you are
- We're looking for an ambitious, hands-on Technical Support Engineer who wants to own the technical side of how our customers succeed with Speakap. In this role you combine hands-on support with tech support
- A bachelor's degree (HBO level) in a technical field or equivalent experience, and at least 2 years in technical support, application support or implementation in a SaaS environment
- Hands-on experience troubleshooting web applications, with a solid understanding of HTTP, REST APIs and JSON, working knowledge of SQL, and basic scripting skills in Python, JavaScript, Bash or similar
- Experience with a ticketing system such as Jira or Zendesk, and careful handling of sensitive data with awareness of privacy and security requirements like GDPR
- Strong written and spoken English, with the ability to explain technical topics clearly to non-technical people
- A structured, proactive way of working and the ability to prioritise in a busy environment
- Bonus points for Dutch, or experience with SSO (SAML, OpenID Connect), user provisioning, mobile app troubleshooting or monitoring tools
What the job involves
- You work across the first and second line: you handle incoming tickets, take ownership of escalated cases from our first-line team, dig into complex issues across our platform and integrations, and set up and configure Speakap for new and existing customers
- But you don't stop at fixing problems: you spot patterns, find root causes and push for structural improvements, both in our product and in the way we work
- You work closely with Customer Success and Engineering, and as the bridge between our customers and our technical teams, you make sure the customer's voice shapes what we build next
- Handle incoming support tickets and own escalated cases end to end, from investigation to resolution within agreed service levels, acting as a direct point of contact for customers throughout
- Troubleshoot issues across our web platform, mobile apps and integrations using logs, SQL, browser developer tools and API tools such as Postman, and escalate bugs to Engineering with clear reproduction steps, context and impact
- Set up and configure customer environments, including network configuration, user synchronisation, SSO and other integrations, together with engineering
- Write scripts to automate repetitive work, run data checks and produce user reports and statistics
- Turn recurring issues into lasting improvements by sharing insights with Product and Engineering, keeping our knowledge base up to date and helping the first-line team solve more issues themselves
- Help triage and respond to tickets in our internal IT Helpdesk
Our take
Consistent communication between frontline and office workforces is essential for an enterprise to thrive, and digital tools and platforms are often used to make this happen. However, when attempting to provide tools for communication, task management, onboarding and more, software stacks quickly become convoluted, fragmented, and frustrating.
Speakap develops a digital workplace for frontline and office workers to collaborate on, particularly focussing on integrating all essential tools within the same place in the form of a social media platform. The platform provides features for many scenarios such as task management, scheduling and onboarding, but also facilitates integration with existing tools such as Salesforce, Office 365 and Workday.
Whilst the concept of creating a digital workplace to increase communication and engagement within enterprise workforces is nothing new, Speakap has taken a unique stance by focussing on accessibility. By combining the social media presentation of the platform with the all-in-one toolkit and external tool integration, the company has provided an end-to-end SaaS which ensures all scenarios can be handled within the same place, by any employee.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
Mar 2018
$8.4m
SERIES B
Sep 2014
$0.7m
ANGEL
Total funding: $11.7m
Company benefits
- 26 Days of Paid Holidays
- Work Abroad Policy: Up to 90 days per year (subject to approval)
- Pension Scheme Support
- Flexible Working Hours
- Possibility to Get Stock Appreciation Rights (after 1 Year of Employment)
- Career Development Programs
- Team Outings & Company Events
- Complimentary Office Lunches and Snacks
- Office Commuting Allowance: NS Business Card or Travel Reimbursemenet
- Hybrid Work Model: Split Between Home and Office
- Focus Area in the Office
- New Hire Home Office Budget
- Referral Program Incentives
- Pet-Friendly Office Space
Company HQ
Midtown West, New York, NY
Leadership
Patrick van der Mijl
(Founder & CEO)Graduated with a Bachelor's degree in Business Administration, Management, Economics, and Law from the University of Applied Sciences.
Erwin van der Vlist
(Co-Founder)Prior to co-founding Speakap in 2011, Erwin was a Business Analyst for Strategy & Operations at Deloitte & Touche. They graduated from the VU Amsterdam with a MSc in Business Administration Finance.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job