Senior Customer Support Engineer

Job description

 

Senior Customer Support Engineer 

 

Cylindo is looking for a Senior Customer Support Engineer to join our dedicated Customer Support Team. You will assist our Customer Success and Product development teams and be part of a company that is dedicated to producing high quality products and delivering world class support. We take the success of our customers very seriously. 

At Cylindo we’re bringing together decades of experience from 3D, gaming and retail to make product visualization easy for brands and retailers. 

Our mission is to give retailers and brands access to quality content with a single click. The Cylindo Platform automates visualization of any product, from any angle and in any variation. We integrate seamlessly with any digital environment and our powerful analytics provides unique insights that helps drive better business decisions.

 

 

Primary Responsibilities

  • Ensure we have support coverage across multiple time zones

  • Taking ownership of customer support requests and working with our Customer Success and Product Development teams to resolve the issues

  • Working closely with our Integration Developers/Sales Engineers to familiarize with customer integration cases and additional technical support that needs to be provided

  • Provide prompt and accurate feedback to customers

  • Ability to produce technical and non-technical content for our customer support site and FAQ along with continuous maintenance 

  • Documenting troubleshooting and problem resolution steps

  • Maintaining our Knowledge Base 

  • Participation in providing training to customers when needed and required

Requirements

 

Required Skills

  • 3+ years of previous experience with either tech support and/or devops as a senior role or as a lead of a team

  • Client facing experience

  • Solid technical understanding

  • Excellent English language skills and ability to communicate using technical terminology 

  • Understand the value of customer service and providing an impeccable customer experience

  • Eye for details, highly analytical mindset, persistence to diagnose and troubleshoot problems 

  • Systematic and structured

 

Nice to have:

  • Any knowledge or experience with e-commerce platforms