Technical Support Engineer

About Customer.io

Customer.io is on the lookout for a Technical Support Engineer to join their team based in Australia. As a company, Customer.io empowers over 8,000 businesses, from nascent startups to established global brands, to dispatch billions of emails, push notifications, in-app messages, and SMS daily. They specialize in automated communication that is both desired and relevant, leveraging real-time behavioral data to help teams send smarter messages.

The team thrives on empathy, transparency, responsibility, and a touch of awkwardness, fostering an inclusive culture and striving for equity within the tech industry.

About the Role: Technical Support Engineer

As a Technical Support Engineer, you will be a crucial point of contact for Customer.io's diverse customer base, engaging directly via their Support Center. This role highly values strong written communication skills, as technical tasks are primarily communicated through email. You will be instrumental in triaging support tickets, driving process improvements, and maintaining regular collaboration with the Product and Customer Success teams. Your daily activities will involve helping new and existing customers seamlessly integrate with the product, diagnosing complex technical issues, and guiding companies toward achieving their business objectives. As the team with the most customer interactions, Technical Support Engineers are key to delivering an exceptional customer experience. You'll also advocate for product improvements based on customer feedback, embodying Customer.io's customer-centric philosophy.

Team Tools & Growth Opportunities

The Technical Support team utilizes Zendesk for ticketing, Linear for bug tracking, and Zapier for workflow automation. Customer support is provided through email and live chat. Internal communication and collaboration are primarily via Notion and Slack, with Zoom or Roam pairing sessions and video calls frequently used for issue clarification and knowledge sharing. Customer.io is dedicated to professional development, offering various career advancement paths within their Engineering, Product, or Customer Success Teams, supporting your growth as the company expands.

What We Are Looking For

• Located in Australia with an expected start time of 9am or 10am AEDT.
• Experience in a technical support and/or customer-facing role.
• Familiarity or comfort with offering live channel support.
• An understanding of basic programming concepts (API, variables, if-else statements, loops, etc.). Javascript knowledge is a plus.
• Excellent written and verbal communication skills.
• Motivated with a self-starter attitude.
• Previous work for a SaaS company or an understanding of technical platforms.
• Ability to work in a fast-paced, team environment.
• Experience with the Marketing Automation industry or supporting email marketing/business communication tools is a plus.

About You

• You love technical problem-solving and demonstrate curiosity.
• You enjoy helping others with your technical knowledge and take pride in your work.
• You see every support interaction as an opportunity to improve the customer experience.
• You take ownership of delivering results and get satisfaction from getting things done.
• You’re passionate about learning new things.
• You’re not afraid to ask questions if you’re confused about how something works.
• You understand written communication is not always flawless and assume the best intentions during interactions with customers and your team. Empathy is one of your strongest attributes.

Compensation & Benefits

The salary for this role is $70,000 USD (or equivalent in local currency), subject to experience and market rate adjustments. Customer.io offers a comprehensive and inclusive benefits package designed to support well-being and growth, including 100% coverage for medical, dental, vision, mental health, and supplemental insurance premiums for employees and their families. Additional benefits include 16 weeks of paid parental leave, unlimited PTO, stipends for remote work and wellness, and a professional development budget.

Our Hiring Process

The hiring process at Customer.io is transparent and human-centered, designed for mutual informed decision-making:

• 30-minute Zoom call with a Recruiter.
• 45-minute Zoom call with the Hiring Manager.
• 45-minute Homework Review Call with the Team.
• 30-minute Final Interview with the Director, Technical Support.

All final candidates will undergo a background check and employment verification. Customer.io conducts virtual interviews exclusively via Zoom video and extends offers in writing on official company letterhead. For any questions, please contact jobs@customer.io.

Key skills/competency

• Technical Support
• Customer Service
• Problem Solving
• API Integration
• Written Communication
• SaaS Environment
• Marketing Automation
• Zendesk
• Live Chat Support
• Process Improvement