Senior Technical Support Specialist, Supermetrics
Eastern Standard Time
+ Equity
Data integration platform
Be an early applicant
Data integration platform
201-500 employees
Be an early applicant
+ Equity
201-500 employees
Company mission
To make data analysis simpler, more productive and more connected.
Role
Who you are
- 5+ years of experience in technical support, preferably in SaaS
- Strong troubleshooting skills for complex technical issues
- Proficiency in web technologies, APIs, data integrations, and data warehousing
- Basic programming or SQL knowledge
- Familiarity with Business Intelligence tools (e.g., Google Data Studio, Tableau)
- Experience with CRM systems and ticketing platforms (e.g., Salesforce, Freshdesk)
- Proficiency in using spreadsheets (Google Sheets, Excel)
- Excellent communication skills, both written and verbal, and the ability to explain technical concepts clearly to non-technical users
- Customer-centric mindset with a focus on delivering exceptional support
- Ability to work independently and collaboratively in a fast-paced environment
What the job involves
- Solve Complex Technical Challenges: Tackle intricate technical issues and provide expert-level support for our most demanding customers
- Build Strong Customer Relationships: Collaborate closely with customers to understand their unique needs, offer strategic advice, and deliver exceptional service
- Drive Product Innovation: Work with cross-functional teams to identify opportunities for improvement and contribute to the development of new features
- Customer Support: Serve as the primary point of contact for complex technical issues, providing expert-level support via multiple channels (email, phone, chat)
- Customer Collaboration: Collaborate with customers to understand their needs, provide tailored solutions, and manage expectations
- Technical Troubleshooting: Diagnose and resolve advanced technical problems related to our marketing analytics platform, including software configuration, data integrations, and API usage
- Issue Resolution: Escalate critical issues to relevant teams, track their progress, and ensure timely resolution
- Knowledge Management: Maintain and update technical documentation, including knowledge base articles and troubleshooting guides
- Product Expertise: Stay current with product features, industry trends, and best practices to deliver effective support
- Team Collaboration: Collaborate with cross-functional teams to share knowledge, improve processes, and enhance customer experience
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 Brothers, L’Oréal, owing 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
Company
Funding (2 rounds)
Aug 2020
$41.7m
SERIES B
Nov 2017
$3.7m
SERIES A
Total funding: $45.3m
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 values
- Think like a customer - We put ourselves in the customer’s shoes to understand their perspective. We anticipate their needs, exceed their expectations, and create customers for life
- Play for the team - We work as one team, across all departments, embracing and supporting our colleagues and customers. As team players, we help each other and win together
- Innovate boldly - Forward-looking and action-oriented, we identify opportunities and step up to seize them. We're bold to experiment and nimble to change to a better course, always seeking smarter ways of doing things and sharing learnings
- Build trust - We’re committed to being worthy of the trust placed in us by our customers, colleagues, and partners. Every interaction we have can either increase or decrease trust, and we’re here to continually increase trust
- Pursue excellence - Our ambition is to be the leader in our industry and build a platform that is a must-have for marketers. We keep raising the bar for ourselves and putting in the work to reach new heights
Company HQ
Kluuvi, Helsinki, Uusimaa
Articles
Leadership
Mikael Thuneberg
(Co-CEO)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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