技术支持专员 - 北美
Technical Support Specialist - NAM
Productsup 是一家位于柏林的公司，拥有强大的全球客户基础。我们正在寻找一位有抱负、以客户为中心的技术支持专家，以支持我们的强大且功能丰富的电商数据平台。
在这个职位上，你将在美国东部时间的值班时段担任一线技术专家；负责日常工单，调查复杂的数据设置问题，根据 SLA 优先处理请求，与二级技术支持团队、客户成功经理（CSM）和工程团队紧密合作，并帮助建立可扩展的内部文档。
在入职的前 3 个月，你将：
· 平台基础：在 Productsup 平台、核心客户用例、帮助中心资源和电商数据结构方面打下坚实的基础。
- 团队观察：在工单调查和客户通话中观察一级和支持专家，学习内部故障排除方法。
- 常规工单处理：在高级团队成员的指导下，通过 Zendesk 处理标准客户咨询和平台设置。
- AI 工具使用：利用经批准的 AI 工具高效搜索内部文档、起草回复模板并总结工单线程。
- 内部工具熟练度：在 Confluence 和 Jira 中舒适地协作，与跨职能团队沟通、分享知识并记录解决方案。
在入职的前 6 个月及以后，你将：
· 独立支持责任：独立调查并解决中等至复杂程度的客户咨询，包括目录数据源错误、映射问题和平台配置错误。
- 跨职能协作：直接与 CSM、产品和工程团队合作处理案例升级，管理依赖关系并跟踪功能请求。
- 文档与知识共享：识别重复出现的客户问题，创建可重用的知识库文章、内部解决方案或培训材料供团队使用。
- 灵活的覆盖与责任：支持团队覆盖，在紧急客户升级时介入，并帮助维持东海岸时区的一致服务级别表现。
你将为团队带来的能力：
· 经验：2–5+ 年在复杂 B2B SaaS 平台或 AdTech 环境中的技术客户支持或客户工程师岗位的专业经验。
- 行业与数据素养：
- 对电商数据结构（CSV、XML、JSON）、数据映射和目录数据源有深入了解。
- 熟悉电商平台（如 Shopify、BigCommerce、Magento）和广告技术生态系统（如 Google, Facebook, Amazon Ads）。
- 具备基本的 SQL 查询技能，能够分析和解释数据。
- 优秀的书面和口头沟通能力，能清晰表达技术概念。
查看英文原文
Productsup is a Berlin based company with a strong global customer base. We’re seeking an ambitious, customer obsessed Technical Support Specialist to support our customers on our powerful, feature rich e-commerce data platform.
In this role, you will be the frontline technical expert during US East Coast coverage hours; overseeing day to day tickets, investigating complex data setup issues, prioritizing requests based on SLAs, collaborating closely with 2nd Level Technical Support, Customer Success Managers (CSMs) and Engineering, and helping build scalable internal documentation.
In your first 3 months, you will:
·
Platform Foundation: Build a strong foundation in the Productsup platform, core customer use cases, help center resources, and e-commerce data structures.
- Team Shadowing: Shadow 1st level and 2nd level support specialists during ticket investigations and client calls to learn internal troubleshooting methods.
- Routine Ticket Handling:Handle standard client inquiries and platform setups in Zendesk under the guidance of senior team members.
- AI Tooling Adoption: Utilize approved AI tools to search internal documentation, draft response templates, and summarize ticket threads efficiently.
- Internal Tools Proficiency: Collaborate comfortably within Confluence and Jira to communicate with cross functional teams, share knowledge and document solutions.
In your first 6 months and beyond, you will:
·
Independent Support Ownership: Independently investigate and resolve intermediate to complex customer inquiries, including catalog feed errors, mapping issues, and platform configuration bugs.
- Cross Functional Collaboration:Work directly with CSMs, Product, and Engineering to handle case escalations, manage dependencies, and track feature requests.
- Documentation & Knowledge Sharing: Identify recurring client questions and create reusable knowledge base articles, internal workarounds, or training materials for the team.
- Flexible Coverage & Ownership:Support team coverage, step in during urgent customer escalations, and help maintain consistent service level performance across the East Coast time zone.
What You Bring to the Team
· Experience: 2–5+ years of professional experience in a technical customer support or customer engineering role for a complex B2B SaaS platform or AdTech environment.
- Industry & Data Literacy:
- Strong familiarity with e-commerce data structures (CSV, XML, JSON), data mapping, and catalog feeds (e.g., Google Merchant Center, Meta, Amazon).
- Solid understanding of performance marketing and the e-commerce ecosystem.
- Empathetic & Tailored Communication:
- Ability to translate complex technical errors, product logic, and system feeds into clear, step by step instructions and video walkthroughs tailored for non technical users.
- Excellent written and spoken English skills with an empathetic approach to handling customer escalations under tight SLAs.
- AI Literacy & Everyday Efficiency:
- Proficiency in using AI tools to streamline daily workflows.
- Critical thinking to evaluate AI outputs for accuracy, tone, and security compliance before customer delivery.
- Problem Solving & Analytical Skills: Advanced structural and customer oriented thinking; able to identify patterns across recurring tickets, diagnose root causes independently, and evaluate technical trade offs.
- Tools & Technical Setup:Experience with ticketing, documentation, and project tracking tools (Zendesk, Jira, and Confluence preferred).
- Time Management & Prioritization: Strong sense of urgency, ability to prioritize daily workloads balancing SLA metrics, customer impact, and support the team’s goals.
What We Offer You
· A permanent position with an attractive salary at our growing company
- The option to work remotely and flexibly, because we know outstanding talent knows best how and where to work
- A unique and thorough onboarding program where you’ll learn the ins-and-outs of our company and product
- Ongoing internal and external training, plus a yearly learning budget to help you continuously grow professionally and further your career with Productsup
- Opportunities for engaging in our Corporate Social Responsibility initiatives, plus one paid Impact Day per year dedicated to voluntary work
- Employee referral bonuses: we know that talent attracts talent, and we encourage you to refer people you know to join our team
- The opportunity to take ownership and responsibility, impacting the company’s growth in an international environment with 40+ nationalities
- 401(k) plan with an attractive employer contribution
- Various plans for health insurance with vision and dental options
- Parental leave options
- Employee Assistance Program
Productsup values diversity. We celebrate our differences and strive to learn from each other with the firm conviction that diversity drives innovation. Our commitment to equal opportunities applies across our hiring processes and culture.Originally posted on Himalayas