​This is a full-time, remote (Americas) Technical Support Engineer role at Customer.io, a platform used by over 8,000 companies to send automated communications (email, push, in-app, SMS) based on real-time behavioral data. The role focuses on providing exceptional support directly to customers, particularly emphasizing strong written communication for handling technical tasks primarily over email.

• ​Location: Remote, North America (Available to work PST/MST hours).
• ​Salary: $70,000 USD (or equivalent in local currency), depending on experience and subject to market rate adjustment.
• ​Focus: Triage diversity of support tickets, work on process improvement, diagnose tricky situations, aid customers with onboarding, and advocate for product improvements using Zendesk (ticketing) and Linear (bug tracking).
• ​Industry Preference: Experience with the Marketing Automation industry or supporting email marketing/business communication tools is a plus.

​Key Responsibilities and Impact

​The Technical Support Engineer acts as the customer’s primary point of contact and is crucial for maintaining customer experience and informing product strategy.

• ​Customer Communication: Communicate directly with customers via the Support Center, handling support tickets and live chat. A strong ability to communicate in writing is essential, as technical tasks are primarily communicated over email.
• ​Problem Solving: Triage a diversity of support tickets, diagnose tricky technical situations, and aid companies in achieving their business goals.
• ​Advocacy & Process: Advocate for product improvements based on customer pain points and feedback. Work on process improvement and conduct regular touch points with Product and Customer Success teams.
• ​Onboarding Support: Help new and existing customers get up and running with the platform.
• ​Tools: The team utilizes Zendesk for ticketing, Linear for bug tracking, and Zapier for automating support workflows.

​Qualifications and Technical Focus

​The position requires experience in a customer-facing technical role and a foundational understanding of programming concepts.

• ​Experience: Experience in a technical support and/or customer-facing role. Previous work for a SaaS company or an understanding of technical platforms is required.
• ​Programming Basics: An understanding of basic programming concepts is necessary, including:
  • ​API
  • ​Variables
  • ​If-else statements
  • ​Loops
• ​Javascript Knowledge: Familiarity with Javascript is considered beneficial.
• ​Soft Skills: Excellent written and verbal communication skills, a self-starter attitude, passion for learning, and empathy in customer interactions.