Base is a Customer Lifecycle Marketing SAAS platform, building the Customer-led Growth (CLG) category and ecosystem.
We’re searching for an energetic, tech-savvy Technical Support Engineer who can provide Tier 1+ 2 technical support to our customers, allowing them to realize the maximum value of Base, assuring our platform is up and running as expected.
You’ll have an opportunity to work closely with our global Customer Success team. You'll join a friendly, talented team and will play a key role in helping us attain and maintain one of our core values: Customer Obsession.
- Please note that this is a 100% remote consultancy role
**Requirements**:
- 3+ years of experience as software support engineer or software engineer
- Former customer-facing support/ development/QA experience, ideally in a B2B/SaaS environment
- Experience in navigating complex support scenarios
- Customer-oriented and exceptional interpersonal skills
- Excellent analytical and problem-solving skills
- Self-starter, experience within a start-up environment
- Experience working cross-functionally with product and engineering to escalate issues and thoroughly document expected behavior, current behavior and steps to replicate
**Responsibilities**:
- Filtering support tickets, prioritizing and escalating the most impactful, complex issues, and managing them directly with the engineering team
- Documenting issue statuses and providing updates to management
- Enabling the general Support department and being a focal point for knowledge transfer within the department
Our Culture:
Cultural fit is key to your success within Base! The team is filled with social, friendly people who are all committed to the same goal - excellent, innovative digital work and client satisfaction. It is a flat structure and the team collaborates, including the founders, who take a hands-on approach in the business.