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Parsable is looking for great talent to join our team. Find your new career opportunity here: https://parsable.com/careers/ Parsable empowers industrial workers with modern digital tools to improve productivity, quality, safety and sustainability. Parsable's Connected Worker® transforms static, paper-based procedures into mobile and interactive work i...
ROLE
Parsable is hiring an EU-Based Senior Support Engineer to support and troubleshoot software, hardware and API/integrations for Parsable customers. Support Engineers are expected to deliver effective support to technical and non-technical users across a broad range of technologies via email, phone and other channels as required. You will collaborate with Customer Success Managers, Implementation Consultants, Product Managers and Engineers to identify, escalate and drive technical issues through to resolution.
This remote role is ideally based in Germany, Ireland, Denmark, UK, or the Netherlands.
RESPONSIBILITIES
Following a case from first contact through to resolution. We’re a lean team so ownership over every interaction and the escalated case is extremely important. You are comfortable shepherding cases and escalations, collaborating with other Parsable teams to ensure your cases get the attention and prioritization needed, including following up in a timely manner with the customer.
Self-starter who is comfortable working in an environment where processes and responsibilities may change on a weekly basis as the business grows, with the ability to identify and take on projects to solve for gaps in the support process
Review, gather, and surface customer feedback, feature requests, and product enhancement requests.
Develop, manage, and contribute content to the Help Center, help.parsable.com. A large portion of effective proactive support is providing top-notch self-service materials that are consistently updated with product changes and enhancements.
Identify, refine, and establish new support processes to provide our customers with the best possible customer experience.
Internal and external product and subject matter expert, delivering your expert-level knowledge in an effective manner to technical and non-technical users across a wide range of channels.
Participate in a rotating on-call schedule throughout the year.
REQUIREMENTS
2+ years working directly with SaaS customers in a fast-paced environment
Experience with technical troubleshooting, documentation and escalation
Familiarity with SSO (SAML, Okta, etc), JSON API, JavaScript and Python
Strong written and verbal communication skills, experience communicating technical information to non-technical audiences
Comfortable working independently with minimal oversight/direction in a fast paced start-up environment
Strong creative problem-solving skills
Team player willing to roll up sleeves and tackle challenges
Consistently go ‘the extra mile’ for the cases you’re working on and for your customers
Fluent and comfortable working in English
#LI-CB1 #LI-Remote
At Parsable we have a clear vision: Build an inclusive and diverse organization in which differences are respected and valued. By facilitating dialogue, education, community service and improving internal policies, we're creating a connected community in which everyone is accepted as their best, most authentic self. Parsable is committed to creating an employee population which reflects our customers and our communities. We are proud to be an equal opportunity employer.
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