Technical Support Engineer
About the Team
The Miro Support Team is a vital function of Miro. What's so special about us?
We act as the bridge between our product and our users. By helping them every day, we gain valuable insights and push new ideas to shape Miro's ever-changing product roadmap.
Our mission is to provide the highest quality of customer service with a sense of empathy and passion. We strive to exceed our customer's expectations by always thinking one step ahead when providing solutions. We guide and educate our users to grasp the value of the product and drive word of mouth.
We dream big, work hard, and play as a team to win the world. As a rapidly growing company, there are opportunities for internal growth and career development. If you're passionate, ambitious and have a collaborative mindset, come join our Miro Support team!
About the Role
As a Technical Support Representative, your key responsibility will be to promptly address and resolve customer queries that have been escalated to you through our internal customer support team. Your response to customers will primarily be done through email and calls while demonstrating a high level of empathy towards their concerns and needs. Occasionally, you will also be handling critical/urgent issues from our customers while collaborating with our Success and Engineering teams. For escalated issues,you will be the link between our customers and the product team for our product topics, conveying customer feedback and pain points to improve the customer experience. Your ultimate goal will be to foster positive customer experiences by building strong relationships and delivering exceptional support, leaving a lasting impression on our valued customers.
What you’ll do
- Be a power user of Miro and acquire a thorough understanding of our product and internal systems
- Critically analyze and respond to customer inquiries that have been escalated to you- focusing on the stability of Miro’s major functions and systems in seamless collaboration with developers and function leads
- Collaborate within and outside of your team to support broader business objectives
- Lead or participate in projects to improve our internal team or external company processes
What you’ll need
- 2-3 years of technical experience in a customer service-based role in tech or hospitality industries. SaaS experience is a huge plus
- High proficiency in written English. An effective collaborator; supportive of other team members in their success. Fluency in Spanish and/or Portuguese is a plus!
- Ability to troubleshoot problems, find answers to customer issues, and articulate complex solutions in written communication by analyzing logs and probing efficiently to investigate
- Ability to work in a fast-paced environment, learn quickly and adapt to a changing product
- Ability to monitor the progress of your projects and anticipate roadblocks
What's in it for you
- 401k matching + Competitive equity package
- Excellent Medical, Dental and Vision health benefits
- Fertility & Family Forming Benefits
- Flexible time off
- Lunch, snacks and drinks provided in the office
- Wellbeing benefit and WFH equipment allowance
- Annual learning and development allowance to grow your skills and career
- Up to $2,000 of charitable donation matches each year
Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 60M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,800 employees in 12 hubs around the world.
We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you!
Check out more about life at Miro:
- Youtube: https://www.youtube.com/@lifeatmiro
- Blog: https://miro.com/careers/life-at-miro/all/
- Instagram: https://www.instagram.com/mirohq/
At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission — Empower teams to create the next big thing — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.
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