Technical Support Engineer

TL;DR

Technical Support Engineer (Customer Support): Provide second-line technical support and customer onboarding for a mobile app revenue growth platform with an accent on SLA adherence, technical investigations, and escalation management. Focus on delivering personalized responses, updating documentation, and building strong customer relationships.

Location: Remote worldwide with flexible schedule

Company

FunnelFox is a leading platform for mobile apps revenue growth, helping top apps optimize web-to-app funnels and subscription revenue.

What you will do

• Provide customer support and meet SLA goals by promptly addressing inquiries.
• Deliver fast, personalized initial responses for technical investigations.
• Escalate advanced technical issues to developers with detailed reports.
• Update product documentation collaboratively with the team.
• Communicate daily with the team to exchange updates.
• Build relationships and trust with customers to enhance satisfaction.

Requirements

• English: Mastery in writing and speaking required
• At least 1 year experience in 2nd line technical support in B2B companies.
• Strong communication skills and patience in customer interactions.

Nice to have

• Basic knowledge of SQL and ability to work with server logs.
• Familiarity with Kibana (ELK Search) and REST APIs.
• Basic front-end development skills.

Culture & Benefits

• Flexible remote work from anywhere worldwide with a schedule that fits your life.
• Free English lessons, sports reimbursements, and laptop support.
• Direct communication and fast actionable feedback from the market.