Technical Support Engineer

Has at least 1 year of customer-facing experience (account management, client onboarding, customer support, or similar roles)
Has at least 1 year of experience working directly with software (SaaS preferred) or in the digital marketing field
Has SQL knowledge to query and analyze data discrepancies for efficient issue resolution
Is experienced with RESTful APIs and tools like Postman, with the ability to troubleshoot and perform API testing to diagnose customer issues effectively
Is a native-level English and exceptional verbal and written communication skills
Is internet & tech savvy
Has critical thinking and problem solving skills
Demonstrate professionalism, and strong ability to work in a team environment
Is highly service-oriented with customer-facing skills
Has data analysis skills

Providing high-quality, personalized support to our customers primarily through email, and fostering strong customer relationships
Supporting Similarweb employees by addressing any questions or issues with Similarweb products
Acting as an escalation point for our Tier 1 team for bugs, data inquiries, and advanced product questions
Becoming an expert in all Similarweb products, enabling you to address general product education inquiries
Collaborating with Product and R&D teams to resolve bugs and handle escalations, making prioritization decisions when multiple issues arise
Acquiring advanced knowledge of our data methodology to effectively manage complex data questions
Offering feedback to our Product team by sharing insights that could enhance customer experience and suggesting new product functionalities

Is experienced with Salesforce, JIRA, Zendesk or other support ticketing systems
Has experience working in a DaaS company
Has a strong understanding of the digital marketing space