Customer Success Engineer (remote, Full-time)

ABOUT US

Transifex, a Greek-born company, internationally recognized by today's tech leaders as a leading agile localization and translation management platform, is seeking an experienced Customer Success Engineer with a strong technical background and proven expertise in world of technical customer support. Our platform is empowered by AI, enabling seamless and efficient localization processes. Recognized as a 'Best Workplace' and 'Best in Tech' in Greece for 2023, join us in shaping the future of localization technology.
This person will be a contributor to the success of Transifex's customers, including Hubspot, Vodafone, Eventbrite, Waze, and Datadog, that rely on Transifex to achieve a truly multilingual, global presence.
While considering this position, take into account what we value here at Transifex. We come from diverse backgrounds and experiences, but we share one thing in common: We thrive by working together everyday. We are looking for candidates who reflect our values below which are vital for the culture and the life at Transifex:

• Be a true teammate
• Consistently grow
• Advocate for the Customer
• Truly own it
• Be your whole self

THE TEAM

At Transifex, we are dedicated to striving for timely, accurate and personalised support to our customers. In our Customer Support Team we are driven by our curiosity to understand the product inside-out and by our passion to build customer loyalty and satisfaction. We view customers as partners and treat their issues as ours by providing the level of service we would also expect. We take pride in the level of support we have been providing so far and to continue doing so, we are looking for an approachable, warm, and relatable individual to expand our Customer Support team and help us realise our goals.

THE ROLE

This role goes way beyond responding to and escalating technical tickets. As a customer support Engineer at Transifex, you will be an ambassador of our customer support culture. We’re looking for an avid technical problem-solver who strives to maintain excellent service standards and high levels of customer satisfaction, going above and beyond the customer’s expectation. In this role, you will be the key enabler in our continuous effort to customer retention and loyalty.

Acting as a communication bridge between our customers and product, your empathy and communication skills will play a pivotal role in helping Product, Engineering and Sales teams to gain valuable customer insights and timely feedback. Up for the challenge?

RESPONSIBILITIES

Detailed Responsibilities

• Address technical inquiries from customers promptly and efficiently, adhering to company protocols.
• Offer detailed technical assistance, both written and verbal, catering to users with varying levels of technical expertise.
• Resolve product issues by conducting thorough research, diagnosis, and troubleshooting, providing practical solutions and workarounds.
• Take ownership of reported customer issues, guiding them through to satisfactory resolution.
• Collaborate with developers and stakeholders to communicate bugs effectively and devise cohesive client solutions.
• Support the Sales team by providing technical guidance and participating in sales calls to furnish product-related technical information.
• Contribute to the development of Customer Support documentation, including help guides, training modules, and knowledge base materials.
• Consolidate and prioritize customer feedback, effectively communicating key insights to product and design teams.
• Conduct product testing and furnish feedback to the product team.
• Design and implement monitoring and feedback systems to enhance customer satisfaction and product performance.

Key Responsibilities Overview

• Provide outstanding technical support to our valued customers.
• Demonstrate proficiency in troubleshooting APIs.
• Possess familiarity with various ticketing systems.
• Exhibit a proactive and empathetic approach in addressing customer inquiries.
• Conduct efficient research, diagnosis, and resolution of product issues.
• Take charge of customer problems, ensuring timely resolution.
• Facilitate effective communication of bugs to developers and collaborate on solutions.
• Contribute to the improvement of our Customer Support documentation.