SurveyMonkey is hiring a

Technical Support Engineer

Dublin, Ireland

About SurveyMonkey

Founded in 1999 and based in San Mateo, California, SurveyMonkey is the world’s leading platform for turning people’s voices and opinions into actionable data — People Powered Data. Whether it’s with customers, employees, or a target market, SurveyMonkey helps curious individuals and companies — including 99% of the Fortune 500 — have conversations at scale with the people who matter most. It’s People Powered Data that allows them to understand not only “what” is happening, but “why.” SurveyMonkey’s 700+ employees throughout North America, Europe, and Asia Pacific are dedicated to powering the curious.

The Team

Are you a problem solver? A people person? A customer advocate? We’re looking for someone who is passionate about helping us live up to our promise to deliver the industry’s best customer support. Every day, we help our 20 million (and growing!) customers make smarter decisions, be it on the phone, over email, or through our Help Center, while thinking up new ways to do an even better job tomorrow. If empowering smarter, quicker, and easier decision-making appeals to you, help make it happen – apply today!

The Role

As part of the Advanced Technical Support team, you will give the highest quality assistance to customers experiencing our most complex issues - including unexpected site behaviors, advanced use cases making use of our API, and abuse prevention. You will work cross-functionally to diagnose and prioritize product issues, understanding how people use our product and finding creative solutions to satisfy their needs. You’ll support a growing Customer Operations team with real time answers as they encounter complex technical questions across our entire product suite. Technical aptitude matters in the role, but not as much as the desire to make a difference on a motivated team.

Responsibilities:

  • Diagnose and resolve our most complex and/or technical issues. Take our customers at their most frustrated point and deliver them with context and grace to a resolution.
  • Coordinate response to interruptions in service. Monitor technical operations and customer reports for indications of incidents or outages, and provide customers and colleagues with the specific information they need about the status of our services.
  • Act as an approachable and patient resource for the global Customer Ops team. Provide real time internal support for more complex questions, deliver ongoing technical training, and build knowledge by providing proactive feedback.
  • Follow through on technical issues. Identify and reproduce, file articulate and consistent bugs, communicate with product and engineering to ensure they have what they need to prioritize and fix issues, keep internal stakeholders and affected customers up to speed.
  • Assist with niche areas of the product requiring specialist support. Develop new expertise in areas like abuse management and API support in order to field support volume as needed.
  • Be a clear and adaptive communicator in all situations. Your voice needs to provide full context for customers, reproduction steps for product and engineering, clear and calm updates on product outages, and engaged support to the Customer Ops team.

Qualifications:

  • World-class customer service focus, preferably for an Internet company.
  • 2+ years of experience solving technical issues for customers with high expectations.
  • Outstanding oral and written communication skills, adapting communication style for any audience.
  • A fast-learning critical thinker with excellent organizational skills who can handle ambiguity and competing priorities
  • Zeal for collaboration and problem solving
  • Bonus points for knowledge of HTML, CSS, javascript, API/SDK as well as the SalesForce environment and information architecture
  • Strong attention to detail
  • BA/BS strongly preferred

At SurveyMonkey, we offer competitive salaries, medical/dental benefits, PTO, paid holidays and equity compensation.

An EU passport or work permit is required for this position.

SurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

 

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