Technical Support Engineer

Job Description

Intercom, an AI Customer Service company, is seeking a Technical Support Engineer to join their team in Dublin, Ireland. The successful candidate will play a crucial role in creating exceptional customer experiences by educating and supporting customers globally. This is a hands-on, technical position that goes beyond traditional ticket-based support.

The Technical Support Engineer will partner with customers to address challenging technical issues, assist in integrating Intercom into their products, diagnose and report problems, and act as a liaison between customers and product teams. The role focuses on problem-solving and troubleshooting to empower customers and address challenges with the product.

Intercom offers a hybrid working policy, requiring employees to be in the office at least two days per week, with the option to work full-time from the office if preferred.

What this role involves:

• Communicating with customers efficiently and effectively.
• Owning customer communications and issues from initial contact to resolution.
• Becoming an expert on how Intercom works and its capabilities.
• Ensuring customers have a great experience with the product.
• Working with product teams to identify issues and suggest solutions.
• Debugging complex issues with an understanding of Intercom's codebase and customer technologies.
• Building tools to increase team efficiency and effectiveness.
• Influencing the direction of the Intercom product through customer communication and collaboration with product teams.

Requirements:

• 1-2 years of technical support experience.
• Understanding of Web dev basics (HTML, Javascript, CSS), Git, Ruby, Rails, APIs.
• Understanding of REST API, SDKs & Webhooks.
• Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Coda, Asana, etc.).
• Strong customer focus and communication skills.
• Strong problem-solving skills and ability to learn on-the-fly.
• Ability to troubleshoot and utilize resources to answer questions.
• Ability to take on + action feedback.
• Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency.
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas.

What Intercom offers:

• Competitive salary and equity in a fast-growing start-up.
• Lunch every weekday, plus a variety of snack foods and a fully stocked kitchen.
• Regular compensation reviews.
• Pension scheme & match up to 4%.
• Life assurance, as well as comprehensive health and dental insurance for you and your dependents.
• Flexible paid time off policy.
• Paid maternity leave, as well as 6 weeks paternity leave for fathers.
• Cycle-to-Work Scheme with secure bike storage.