Technical Support Engineer (in Sydney)

About Staffbase

In a polarized world, we inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication so they can thrive in the Narrative Age. Our award-winning communications channels – intranet, employee app and email – deliver experiences that drive engagement and inspire hearts and minds.

We’re headquartered in Chemnitz, Germany, with offices in many locations throughout the world, including New York, London, Berlin and Dresden. Our international team counts more than 750 employees from 45+ nationalities and we have a growing base of 2200+ customers that want to transform their employee experience. We are rapidly scaling, post-Series E ($115 million funding), have strong-growing revenue, and our customers love us.

We are looking for our first Technical Support Engineer in the APAC region who will play a key role in engaging and helping our customers with all upcoming technical issues, along with your colleagues in the department.

You have worked for several years as a technical support or a technical consultant in a related field. This role focuses on ensuring new and existing Staffbase customers have outstanding technical experience adopting the Staffbase platform and expanding/improving its functionality. Your job is to see the world from the customers’ eyes and ensure they can use and adapt Staffbase’s products to fit their needs.

What you’ll be doing

  • You will be the first point of contact for supporting our APAC customers and colleagues
  • Work closely with our after-sales department to find the best setup for our customers’ needs
  • Take ownership of support tickets (raised from Administrators of the product) and be responsible for funneling them through all process stages until a resolution has been reached
  • Oversee and support technical implementation tasks of our internal Customer Success team
  • Advise customers on how to best leverage Staffbase APIs and Software Development Kits (SDKs) to fulfill their use cases.
  • Assist internal and external technical teams and evaluate issues to avoid and reduce problem occurrence
  • Play a key role in helping our customers as a product expert with a strategic mind and high customer-service orientation
  • Develop partnerships and be the main point of contact for customers in case of integration, technical solutions, or security questions
  • Take ownership of high-priority customer issues and ensure excellent service by using a problem-solving approach
  • Improve internal processes focusing on efficiency
  • Participate in product discussions to provide insights from a customer perspective
  • Closely work together with our colleagues from EMEA and APAC to ensure a “follow-the-sun”-approach for support
  • Help to mentor less experienced colleagues

What you need to be successful

  • 3+ years of previous technical support, development, consulting, professional services, or engineering experience.
  • Outstanding written and verbal communication skills, with the ability to go a mile deep with technical customer resources or to explain the most basic capabilities to a business user.
  • Excellent presentation skills for presenting business-oriented solutions and advanced technical concepts.
  • Experience leading and crafting technical projects, engaging with and motivating change across multiple levels of IT executives and organizations.
  • Experience working directly with Sales and Success teams, Consultants, and System Integrators.
  • Degree in [Visual Communications, Graphic Design, Interaction Design, Human-Computer Interaction, Design/Computer Science, Software Engineering], or a related field.
  • You love strategically working with clients.
  • Knowledge of web design with front-end technologies such as  HTML / CSS / Javascript
  • Ability to prioritize and manage time – Technical projects often have fixed deadlines that cannot be averted.
  • Broad knowledge of web development and programming languages like Typescript, Java, PHP, NodeJS, etc.

What you'll get

  • Competitive Compensation - we offer attractive salary packages including an Employee Stock Option Plan 
  • Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of 2400 AUD. 
  • Growth Budget - all employees get a yearly budget for external training of 1600 AUD. 
  • Wellbeing - in addition to yearly vacation days of 30 days p.a., we’re running a 4-day-work week every year in August with full payment. 
  • Support - we’re offering support on private health insurance. Parents can get 12 weeks of paid parental leave. 
  • Team Building - Regular team and office events including the yearly Staffbase Camp
  • Volunteers Day - you’ll get one day off per year for supporting a social project. We will donate a small amount for that project in addition.
  • Employee Referral Program - one of your friends is a fit to one of our full-time openings? Refer them and get a referral bonus paid.

 

Sydney
Customer Care & Support