Position Summary We are looking for a motivated and proactive Customer Support Engineer to join our team. In this role you will provide expert-level assistance to customers by resolving technical issues, answering product-related questions, and offering troubleshooting support. Additionally, you will play a key role in developing and maintaining long-term relationships with customers by ensuring their success with our platform and building out proactive support systems. Key Responsibilities Customer Support - Serve as the primary point of contact for inbound customer inquiries via Intercom, delivering prompt and effective solutions to technical issues through support chats. - Diagnose and troubleshoot software-related problems, providing clear, step-by-step guidance to customers. - Educate customers on best practices for product use while guiding them through solutions. - Maintain detailed documentation of customer interactions, issues, and resolutions, ensuring feedback contributes to ongoing product improvements. - Respond quickly to support emails, ensuring timely and efficient resolution of all customer concerns. Customer Success Relationship Management - Build and maintain strong, long-term relationships with key accounts, ensuring they are getting the most value from our products. - Develop a proactive approach to customer success by tracking customer progress, following up regularly, and scheduling calls for check-ins. - Ensure that large customers are regularly engaged with the platform and provide any necessary assistance to help them achieve their goals. Customer Journey Monitoring - Track and monitor the customer journey to ensure all key clients are accounted for and receive timely follow-ups. - Gather customer feedback and share insights with internal teams to drive product improvements and better customer experience. Preferred Qualifications - Strong problem-solving and analytical abilities with a focus on customer satisfaction. - Familiarity with CRMs, troubleshooting tools, and support platforms like Intercom and email management systems. - Proven experience in customer success, support, or similar roles, ideally within technical support or customer service. - Basic knowledge of networks, software systems, or hardware relevant to the product or service. - Excellent communication and organizational skills, with the ability to effectively manage client relationships and expectations. - Proactive in addressing and resolving customer issues with ownership and accountability. - Remote work experience is a plus. - Advanced English proficiency. What we offer - Type of employment: Permanent, Fully remote, Flexible hours - Collaboration contract: B2B - Paid Vacation days: 14 days holiday, plus 7 sick leave days - Professional Growth: Opportunities for professional development and career advancement. - Collaborative Environment: A supportive and dynamic team culture. If you are passionate about customer success and fixing issues and are eager to join a team that values strong customer relationships, we encourage you to apply