SnapEDA (YC W16) is looking for a Technical Support Engineer to join our growing team as we pursue our mission to help engineers design electronics faster by removing barriers.
A bit about who we are:
SnapEDA is a search engine used by over 1 million professionals to design electronics, who are creating everything from medical devices, to automotive electronics, to space technologies. We’re a team of 30 who pride ourselves on our passion, resourcefulness and curiosity. We have a bias towards action and making an impact, both individually, and as a team.
What you will be doing
Research, diagnose, troubleshoot,and solve customer issues in an accurate and timely manner.
Work with different customer interfaces, analyzing feedback and identifying opportunities to improve the service we offer to our users.
Manage all the customer success channels (includes scheduling, managing KPIs like response/resolution time, managing suggested replies, improving the quality of replies, codification of issue reason, etc.)
Advocate improvements to the website based on user feedback and issues reported.
Make sure all users who report issues have been helped promptly.
Opportunity to work on a hugely impactful product used by 1MM+ users with a great mission
Competitive pay based on location and experience
Lots of growth opportunities, including leadership development programs, lunch & learns, technical workshops, and more
Ability to work remotely from anywhere in the world
Very keen on details and good at troubleshooting, with experience on root cause analysis
Naturally curious, with empathy for our users’ and customers’ needs, fears, and desires
Excellent communicator with users and stakeholders, asking constantly for feedback and offering a great user experience
Must have a strong sense of urgency, initiative and attention to detail
Must have great organizational skills, and sound judgment when handling issues and IT tasks
Associate or BS in Computer Sciences, Electronic Engineering, IT, or related fields
Note: This role is remote only, with a focus on candidates in Latinamerica.