Technical Support Engineer, Futurae

• You enjoy interacting with customers and find supporting them extremely rewarding
• You thrive owning any incoming customer request and strive to provide excellent support until resolution
• You take pride in maintaining high quality service and great customer experience
• You have outstanding communication as well as technical skills and understand technical concepts across the entire software stack
• You want to build a support service you can be proud of
• 3+ years of experience in providing technical customer support
• Enjoy interacting with customer peers in order to support and help them integrate APIs/systems
• Excellent communication and collaboration skills
• Understanding and experience in software systems and technologies like HTTP APIs and Android/iOS SDKs
• Understanding of computer and network security concepts and best practices
• Fluent in spoken and written English, and Italian (Optional)

Desirable

• Join our young, international, and fast-paced team with experienced industry leaders hard at work shaping the future of online authentication and transaction signing by solving some of its toughest challenges and at the same time creating outstanding user experiences
• The Futurae Customer Support service is one of Futurae’s most important components, contributing to the overall success of the company
• As Technical Support Engineer you will be the technical face of our company, providing stellar second-level technical support to all our customers who reach out to us
• You will be working closely with our engineers as well as other internal teams in order to coordinate the effort of providing accurate and insightful answers to our customer’s issues and questions
• You will be exposed to our customer-facing software stack (from backend APIs, systems, and plugins, to web components, mobile apps, and SDKs) in order to help our customers integrate our APIs and SDKs
• Provide second-level technical support to Futurae customers, mainly via our ticketing system (Zendesk), or via phone
• Understand our software stack and collaborate with our engineers for the purpose of providing the best possible customer support experience
• Use internal tools and logs to investigate customer issues and liaise between the customers and the engineering team
• Collaborate with customers (via email, or scheduled calls) to facilitate the integration of our solutions
• Provide customer feedback to our product team
• Participate in 24/7 on-call support schedule
• Contribute to the technical knowledge base with the most frequent support questions, guidelines, common solutions, etc
• Maintain high-quality standards of our support service
• Help define the support pipeline and processes