Support Engineer

At airSlate, our journey began in Boston, USA, in 2008. What started as a single product with 3,000 customers has grown into an influential tech company with 900+  team members across six offices worldwide. In 2022, airSlate reached a total valuation of $1.25 billion and became a  'Unicorn '. But even as we scale, team members remain our most valuable asset. That's why we've built a company that excites people about their work. We develop products that serve over 100 million users with no-code workflow automation, electronic signature, and document management solutions. The company's portfolio of award-winning products, signNow, pdfFiller, DocHub, WorkFlow, Instapage, and US Legal Forms, empower teams to digitally transform the way their organizations run. The Support Engineer is a role without routine. You will constantly be involved in technically challenging tasks and creative challenges. The Support team is very closely integrated into Product and Engineering, which gives an opportunity to be the voice of the customer and directly influence how the product evolves. Being in an internal startup also means huge flexibility in terms of growth possibilities. What you'll be working on:

Resolve all types of support issues received via the ticketing system and chat;

Communicate with clients via Zoom and handle product demos;

Communicate with the Engineering to resolve client's issues in a timely manner and serve as a voice of the customer;

Define, analyse, and escalate the client's enhancement requests to the Product team;

Be the front line of support for clients and customers, help ensure they are satisfied with products, services, and features;

Build sustainable relationships of trust through open and interactive communication;

Consult customers on their business process automations and advise on the most efficient solutions;

Go the extra mile to engage customers.

What we expect from you:

1+ years of experience in a Support Specialist/Support Engineer/Solution Engineer position in an IT company;

Customer service skills and passion for helping others, desire to be the voice and advocate of the customer;

Strong analytical thinking: ability to troubleshoot client's issues and define the root cause;

Fluent English, excellent grammar, oral and writing skills;

Excellent communication skills;

Business acumen - ability to understand the true business problem of the customer and provide solutions to them, as well as deliver feedback to Product teams;

Strong nimble learning skills and ability to grasp complex technical notions and transmit them to customers in a simple way;

Flexibility in work hours to accommodate the US market.

Knowledge of Salesforce or any other CRM from the Admin side is a huge plus;

With us, you will grow professionally by doing work you are proud of and collaborate with a motivated and diverse team . What we offer: — Flexible work environment — We value the advantages of in-person collaboration and prioritize work from our offices in Wroclaw or Bialystok. However, we also provide flexible work arrangements to accommodate remote or hybrid options and flexible scheduling. — Bonuses and compensation — On top of a competitive base salary, we reward our team members' performance with a quarterly bonus to recognize achievements, time, and effort. — Stock options — At airSlate, our team members are more than employees; they're business partners. We issue stock options that grant ownership in the company, allowing everyone to share in its growth. — Professional growth opportunities — We are committed to ongoing improvement and welcome those passionate about learning. We cover professional development courses, conferences, literature, English classes, and more for each team member. Health and well-being—We prioritize the health and well-being of our team. This is why we provide a Luxmed subscription, a Multisport card for every team member, access to the office's massage room, free lunches, and healthy in-office snacks to sustain your energy. Also, we provide all our team members with Mental Health Days, dedicated days off recognized globally to encourage people to log off and recharge. — Open communication — We encourage transparent communication from all team members at airSlate. Feel free to share your thoughts, ideas, and concerns with our management team, CEO, any member of our leadership team, or any team lead at any time. We are proud of:  — airSlate Care for Ukraine — With a significant number of our team members in Ukraine, our foremost concern was ensuring their safety by providing both financial and logistical assistance to them and their families. What started as an immediate response has evolved into a cornerstone of the airSlate charity program. We match donations contributed by our team members, offer humanitarian aid to those affected by the conflict, distribute food packages to seniors, and support animal shelters. Our commitment remains steadfast in working towards restoring peace to Ukraine. — airSlate Junior Club — Our sense of family extends beyond our team. All team members with children gain access to the airSlate Junior Club, featuring engaging events such as cooking classes, creative activities, and educational online games. It is airSlate's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. airSlate's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. airSlate is pleased to provide such assistance and no applicant will be penalised as a result of such a request. Pursuant to relevant law, where applicable, airSlate will consider for employment qualified applicants with arrest and conviction records. Read our Recruitment Privacy Notice to Learn how we process your personal information. Apply To This Job