Support Specialist
3 weeks ago
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
- 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.
- 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
- 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
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