Technical Support Engineer (US Support)

Technical Support Engineer (US Support)

Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

We are Insider, the fastest-growing global MarTech scale-up and the #1 AI-native Customer Experience and Marketing platform trusted by enterprise brands worldwide. Our story began with six desks and a vision to create a single platform to make industry-first CX technologies and emerging channels accessible to marketers worldwide. Today, with 1500+ teammates across 50+ nationalities, we continue to push the boundaries of what's possible in CX. Our architecture brings together unified customer data, advanced journey orchestration, and comprehensive AI capabilities by seamlessly blending predictive, generative, and agentic AI into a single customer engagement platform that empowers teams to activate customer engagement across 12+ channels.

We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L'Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on.

Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, achieving $200M in CARR (Committed Annual Recurring Revenue). According to Gartner, we are the dominant leader in Multichannel Marketing. Don't just take our word for it — see for yourself.

From day one, Insider's mission has not been only to build a world-class product company, but also to create one of the most socially progressive technology communities in the world. Through our corporate social responsibility initiatives like 100Projects, SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 27+ countries, driving initiatives in health, education, farming, animal rights, and increasing women's representation in STEM.

Behind all these achievements is an exceptionally talented, visionary team of overachievers across 27+ countries that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading.

Our Partner Success Team consists of people from 31 different nationalities. They are how we thrive. They are our story makers. They are quick learners & problem solvers. They are the master problem solvers, they resolve, they care and they ignite. Each of them is part of harmonious teamwork that follows meaningful goals. They are creative and innovative when it comes to implementing best practices, they are strategists and methodological approachers, have their eyes set to converge on the ultimate goal that is the customers' success in all of the 25 regions. They are top-notch when it comes to forming relationships and stakeholder management. They are the perfect combination of people-driven and data-driven as they thrive on analytical thinking, analysis, and collaboration simultaneously. They are constant impact makers, constant developers, always eager to climb the steps of their career in this ever-growing multinational environment.

As a Technical Support Engineer, you will play a crucial role in the Operational Excellence Team that owns support processes with our partners using our products and services. To succeed in this role you should be an excellent communicator with solid problem-solving skills.

As a Technical Support Engineer in Insider day in and day out you will;

• serve as an engineer to modify or customize the products based on customers' requirements,
• troubleshoot the technical issues of the products,
• communicate with customers using Zendesk Email to provide the solutions,
• consult the customers with the technical solutions for their requests,
• collaborate with the Product Team to decrease the customization efforts,
• work with global colleagues to optimize technical and service support processes.

We want you to join us while we are taking a step into the future if you;

• have a Bachelor's Degree in software development related (Computer Engineering, Computer Science, Programming, MIS, etc..) fields,
• know your way around JavaScript, HTML, and CSS, and preferably JQuery,
• have at least a year of experience in supporting a software product, ideally in SaaS or with Software Development teams,
• You will be working with US clients according to the US timezone,
• have fluency in written and verbal English,
• have a high sense of responsibility and accountability,
• are able to provide timely responses and follow up systematically,
• are a natural problem solver with a positive attitude and love for helping others succeed,
• have good debugging/troubleshooting skills,
• have good research skills to find the solution.

While we are conquering the world, we are offering you;

• A chance to work in an international, diverse, and inclusive environment,
• "Tech Talks" with famous and groundbreaking people from the software world,
• To be part of an industry that's shaping the future of customer experiences. Don't believe us? Just ask Google,
• Access and opportunity to gain a limitless network all over the globe,
• Access to many hard and soft skills pieces of training to help you improve and challenge yourself,
• Access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge,
• A space to share your skills through training sessions and workshops if you wish. Sharing is caring!
• Inclusive Private Health Insurance,
• Smart Work Model side benefits to support food and bill expenses,
• The team activities that are bursting with fun,
• No Dress Code! This is a fast and innovative startup, you can wear whatever you want.

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.