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Support Specialist

1 month ago

Bangkok, Bangkok, Thailand Manatal Co LTD Full time
Role Overview

As a Support Engineer at Manatal Co LTD, you will be the bridge between our Customer Success (CS) and Product/Engineering team to enhance the customer experience throughout their whole Manatal journey. You will partner with our CS team and clients in over 130 countries to resolve their troubles & propose new ways to better leverage Manatal for their needs.

Responsibilities
  • Partner with our Customer Success team over complex technical challenges to provide the best support to our clients
  • Assist clients with their onboarding to Manatal by preparing data migration projects (analyzing the data and proposing the best way to import the data into Manatal)
  • Support the Customer Success team by joining client calls to provide clients with recommendations on how to best leverage Manatal for their needs (e.g. API integrations, etc.)
  • Liaise with the internal team to improve the customer experience (design, functionality, process) based on customer feedback
  • Liaise with the Product team for vetting incoming product requests by clients to ensure we continuously enhance Manatal based on deep customer understanding
Requirements
  • Fluency in English (written and verbal)
  • Experience working in a product or support role with a technical foundation
  • Strong exposure to customers and managed independently customer calls for resolving complex technical issues or product questions
  • Empathy for customers to understand their problems and translate them into engineering and product requests
  • The ability to learn quickly and grow product knowledge steadily to best advise clients to leverage Manatal to the fullest
  • Hands-on experience with debugging complex technical issues
  • Experience with APIs (understanding how APIs work, understanding how to leverage API integrations for enhancing the customer's workflows)
  • Experience with Databases (Postgres, MySQL, Microsoft SQL Server) for analyzing large datasets
  • Experience working with Jira and Jira Service Desk for internal team communication
  • Willingness to work on a shift basis between 3 pm to midnight Bangkok time.
Working with Manatal
  • This role is based at our Bangkok office in the heart of the city center
  • As a team of diverse cultures and nationalities, English language proficiency is required
  • We enjoy collaborating in person and the team is working on-site
Why you'll enjoy working with Manatal
  • Well-funded start-up backed by Surge & Sequoia
  • Be part of one of the fastest-growing B2B SaaS start-ups in the region
  • You will be collaborating with talented individuals in the industry
  • Join a lively and highly international team
  • Indulge in a challenging and innovative working culture
  • Attractive medical healthcare plan
  • Personal development allowance
  • 2 weeks of work from anywhere per year
  • Regular fun team-building activities
  • Company trip