Product Support Engineer
Apply hereQuick Highlights
Role: Ensure customer satisfaction by resolving technical issues, providing product insights, and collaborating across teams to improve HelpWave's offerings.
Reports to: Support Manager
Team: Work closely with the support and engineering teams to address customer needs.
Why now: HelpWave is rapidly expanding and needs talented engineers to enhance our customer support.
About the Role
As a Product Support Engineer at HelpWave, you will be the bridge between our customers and our product team. Your technical expertise and customer-focused mindset will help troubleshoot issues, guide customers through complex scenarios, and feed valuable insights back to the development team for continuous product improvement.
You'd be a fit if...
Technical Proficiency: You have experience with software troubleshooting, preferably in SaaS or AI-driven platforms.
Customer Focused: You excel at understanding customer pain points and delivering clear, effective solutions.
Communication: You can translate technical jargon into understandable language for customers.
Team Collaboration: You thrive in a collaborative environment, working with cross-functional teams.
Problem Solving: You approach challenges methodically and can think on your feet.
Key Responsibilities
- Diagnose and resolve technical issues reported by customers through various channels.
- Collaborate with product and engineering teams to replicate and resolve product bugs.
- Create and maintain technical documentation and FAQs to empower customers.
- Conduct product demos and training sessions for customers as needed.
- Track and analyze support tickets to identify common issues and propose product improvements.
- Ensure timely and effective communication with customers throughout the support process.
What Success Looks Like
- High customer satisfaction and retention rates through effective support.
- Reduced resolution times and proactive issue prevention.
- Improved product documentation and resources for customers.
- Constructive feedback loop between support and product teams leading to product enhancements.
- Strong working relationships across teams fostering a collaborative support culture.
Why Join Our Support Team
Direct Impact: Your work directly improves customer experience and product quality.
Learning Opportunities: Grow your technical and interpersonal skills with ongoing training and mentorship.
Team Spirit: Join a friendly, innovative team that values collaboration and continuous improvement.
Career Growth: Opportunities to advance into higher technical or leadership roles as the company grows.
Why work at HelpWave
Opportunity for Impact: HelpWave is rapidly scaling, and joining now means you'll have a direct influence on our trajectory.
Innovative Culture: Work with cutting-edge AI technology and a team that values creativity and experimentation.
Collaborative Environment: Thrive in a supportive culture where ideas are encouraged and teamwork is key.
Our Core Values
We look for and nurture these values in every team member:
Customer obsession:
Always do what's right for the customer. Prioritize their success in all strategies.
Curiosity:
Stay current with technology trends, continuously improving strategies and skillsets.
Drive:
Push through challenges with a relentless focus on achieving results.
Ethics:
Operate with transparency, integrity, and accountability in every decision.
Perks and benefits
25 paid days off annually.
Annual offsite & quarterly outings. We cover travel, accommodation, and more.
Learning & development allowance.
Flexible work environment with remote work options.
Interview Process
We aim to complete the interview process within two weeks:
- Initial screening call to discuss your experience and approach to customer support.
- Technical assessment or case study related to typical support scenarios.
- Team interviews with support, engineering, and product stakeholders.
- Final discussion with the Support Manager and key team members.
To apply:
Send an email to careers@helpwave.ai with the subject line: [Your Name] x Product Support Engineer at HelpWave
Include your resume, examples of past support successes or technical projects, and a brief note on why you're a great fit for our team.