Engineer, Customer Support
Engineer, Customer Support
Posted on :
04-10-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
04-10-2025
Job Description
Gday!
Twenty years on and counting weve got your back.
Why is ServiceRocket the place for you
- A 20 year tech services expert of many solutions and partnerships with industry giants.
- Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.
- Our culture rocks! Youll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.
- Were recognized for our innovation impact and outstanding customer support even earning the Atlassian Partner of the Year for Co-Selling Excellence award.
Are you passionate about working with the latest ground-breaking disruptive technologiesDo you pride yourself on learning quickly
We are seeking a highly motivated individual to join our team to execute our customer onboarding initiatives with one of our key clients. This key role focuses on providing customers timely entitlements in a high volume environment. The ideal candidate will play a crucial role in ensuring timely provisioning and maintaining high levels of customer satisfaction during internal transitions from team to team.
You will work closely with different teams such as Support Implementation CS and Sales teams to establish and refine operations related to provisioning customers.
What you will do:
- Maintain target metrics related to provisioning new customer onboarding efficiency customer satisfaction revenue impact process optimization scalability team performance and strategic alignment.
- Troubleshoot technical issues or questions reported by customers; triage and resolve incidents promptly to minimize customer downtime.
- Perform root cause analysis for production errors and recommend improvements.
Maintain and perform operations related to the ticketing system.
- Identify and resolve problems to prevent recurring issues and improve software stability.
- Provide technical support and troubleshooting assistance to customers to resolve issues and ensure software functionality.
- Handle escalations to higher-level support teams or management when necessary.
- Generate reports and analyze data to identify trends improve processes and enhance customer satisfaction.
What you need:
- BA/BS degree in in IT/computing/business management related
- Strong communication and written skills in English
- Excellent problem-solving and communication skills
- 3 - 5 years background in Customer Support
- Excellent communication interpersonal and problem-solving abilities
- Strong analytical skills vital emotional intelligence and a data-driven mindset
- Able to demonstrate good customer handling/customer service skills
- Ability to understand and follow established Standard Operating Procedures (SOPs)
- Desire to learn about cutting edge technologies
Additional requirements:
- Familiarity and expertise with maintaining ticketing systems and integrations
- Customer-facing role often requiring regular client meetings and screen-shares
- Startup mentality with a desire to assist beyond defined role responsibilities
- Familiarity with Python/R Jupyter Notebooks ZenDesk & Notion is preferred
- Experience with cloud deployments including AWS Azure Google Cloud is a strong plus
Perks
-Stock options: you have the opportunity to participate in the ownership of the company.
-Health insurance: we support you and your familyyour well-being matters.
-Retirement plan/funds saving: we care about your futurewe have diverse plans depending on your location.
-Career pathways program: you can grow horizontally vertically or any way you want.
-Generous monthly fixed allowances including Rockettoria Scholarship & Learning Tech Choice Wellness.
-Generous PTO plus one cultural heritage and community day to celebrate your story family and culture.
Our Selection Process
Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you.
You will first meet our TA member in charge of the process they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then youll meet the hiring team and the executive of the area.
Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!
Additional Information
ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status.
*Only shortlisted candidates will be notified*
Although the position is hybrid/remote preferential consideration will be given to candidates based locally to the countrys office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance.
RECRUITING FRAUD ALERT:Your personal information and online safety are important to us. At ServiceRocket recruiters only direct candidates to apply through our official career page at will never request payments ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket please email
Employment Type
Full-Time
Key Skills
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