Description
The Technical Support Engineer team at Intercom is looking for an individual with engineering and or web development experience to create exceptional customer experiences and educate and support customers globally. This is a hands-on, technical role that involves partnering with customers to tackle challenging technical issues in innovative ways. The successful candidate will be directly responsible for helping people integrate Intercom into their products, diagnose and report problems, and serve as the bridge between customers and product teams.
Key responsibilities include communicating efficiently and effectively with customers, owning customer communications and issues from initial contact until resolution, becoming an encyclopedia of knowledge about how Intercom works, and being the one responsible for ensuring all customers have a great experience with the product. The candidate will also work directly with product teams to identify current issues and offer informed opinions on potential solutions.
In the first 6 months, the candidate will complete company onboarding, dive into CS-specific trainings, start talking to customers in the inbox, and demonstrate ownership in the execution of their work.
The ideal candidate will have 1-2 years of technical support experience, understanding of Web dev basics, Git, Ruby, Rails, APIs, and strong customer focus. They should also have strong communication skills, problem-solving skills, and ability to troubleshoot and utilize resources to answer questions on baseline topics.