Customer Support (SaaS)

Role Summary

Userpilot is a leading product engagement and analytics software used by 1,200+ companies worldwide. Our pioneering event-based tracking solution gives product teams the ability to gain insights into how to best acquire, convert, and retain their users with the additional help of user engagement and feedback tools.

Userpilot , a leading B2B SaaS Product Growth Platform, is seeking an experienced Customer Support (SaaS) to join their growing team. You will be the voice of our customers and the main driver of change. You’ll be working closely with customers and interacting with them daily.

Time-Off

• 15 PTOs
• Winter Break
• Local Public holidays

Responsibilities

• Diagnose and resolve implementation issues across Userpilot SDKs, APIs, and integrations.
• Craft pragmatic solutions by understanding customer use cases and leveraging Userpilot ’s toolset to achieve desirable outcomes.
• Answer customer inquiries using your deep product knowledge. Explain behaviors clearly and recommend best practices.
• Escalate thoughtfully when needed, summarizing the context, impact, and next steps to the appropriate team to drive a timely resolution.
• Contribute to documentation and offer suggestions for process improvements.

Requirements

• A minimum of 1 year of experience as a Technical Support Engineer.
• A degree in Computer Science, Information Technology, or similar technical disciplines.
• Excellent English speaking, writing, and reading comprehension.
• Creative and critical thinking to deliver effective workarounds while continuously learning and adapting to new problems.
• Great knowledge of modern web technology fundamentals and debugging tools (HTML/CSS/JS, HTTP/REST, client-side apps, JSON, client–server concepts, Web DevTools).
• Ability to demonstrate empathy, clear communication, and strong ownership.

Bonus Points

• Experience with data analytics tools.
• Development experience of web applications.

Benefits

• Competitive base salary and attractive performance bonuses
• Training opportunities, participation in industry events, and conferences
• Excellent opportunities for career progression
• Dynamic work environment