Technical Support Engineer

About the Role

As a Technical Support Engineer at Customer.io, you will be a vital part of our North America-based team, directly engaging with customers through our Support Center. This role is perfect for individuals with a strong technical support background, particularly those skilled in written communication for technical tasks, as most interactions occur via email.

Day-to-Day Responsibilities

• Triage diverse support tickets efficiently.
• Contribute to process improvement initiatives.
• Conduct regular touch points with Product and Customer Success teams.
• Assist new and existing customers with product onboarding and setup.
• Diagnose complex technical issues and guide companies in achieving business goals.
• Act as the primary customer advocate, ensuring a remarkable customer experience and suggesting product improvements.

Our Tools & Environment

The Technical Support team leverages Zendesk for ticketing, Linear for bug tracking, and Zapier for workflow automation. We communicate with customers via email and live chat. Internally, we collaborate through Notion and Slack, frequently using Zoom or Roam for pairing sessions and video calls to clarify customer scenarios and share solutions.

Growth Opportunities

Customer.io is committed to professional development, offering various career paths within Engineering, Product, or Customer Success teams as the company grows.

About Customer.io

Customer.io is a platform used by over 8,000 companies, from startups to global brands, to send billions of emails, push notifications, in-app messages, and SMS daily. We enable automated, relevant communication using real-time behavioral data, helping teams send smarter messages.

What We Are Looking For

• Experience in a technical support and/or customer-facing role.
• Comfort with offering live channel support.
• Understanding of basic programming concepts (API, variables, if-else statements, loops, etc.), with JavaScript knowledge being a plus.
• Excellent written and verbal communication skills.
• Motivated self-starter attitude.
• Previous work for a SaaS company or understanding of technical platforms.
• Ability to thrive in a fast-paced, team environment.
• Experience in Marketing Automation or supporting email marketing/business communication tools is a plus.
• Availability to begin work at 7:00am or 8:00am EST.

About You

• Love technical problem-solving and demonstrate curiosity.
• Enjoy helping others and take pride in your work.
• See every support interaction as an opportunity to improve customer experience.
• Take ownership of delivering results and getting things done.
• Passionate about continuous learning.
• Not afraid to ask questions.
• Understand communication nuances and assume best intentions; empathy is a key attribute.

Compensation & Benefits

This role offers a salary of $70,000 USD (or equivalent in local currency), subject to experience and market rate. Customer.io provides a comprehensive benefits package, including 100% coverage for medical, dental, vision, mental health, and supplemental insurance premiums for employees and their families. Benefits also include 16 weeks paid parental leave, unlimited PTO, remote work and wellness stipends, and a professional development budget.

Key skills/competency

• Technical Support
• Customer Service
• Problem Solving
• API
• JavaScript
• Zendesk
• SaaS
• Communication Skills
• Troubleshooting
• Marketing Automation