Customer Support Engineer (Dublin, Ireland)

About Persona

We’ve built Persona to support practically every use case and industry — that’s why we’re able to serve a wide range of leading companies. For example, Instacart relies on Persona to verify shoppers who onboard onto their platform before delivering groceries to your doorstep. Meanwhile, OpenAI relies on Persona to keep bad actors out, protecting one of the world’s most powerful AI platforms from large-scale abuse in a time when AI is reshaping the way we work and live.

About the role

Here at Persona, we hold ourselves to high standards for how we interact with our customer organizations - large and small. As a Customer Support engineer, you will be on the front lines supporting Persona’s customers at each stage of their engagement and making sure they have a world-class customer experience. Your day-to-day will include onboarding new customers, triaging and resolving customer issues, answering complex product-related questions, making product recommendations, troubleshooting, escalating technical issues for customer engineering, directing customers to relevant documentation, contributing to documentation, guides and other resources, and implementing processes to improve efficiency of support. This is a highly cross-functional role. You will work closely with solutions engineering, customer success, product, and marketing to collect and synthesize customer feedback that will directly impact Persona's product roadmap.

What you'll do at Persona

• Be the point of contact for the support needs of emerging customers, resolving customer questions and issues at various stages of their lifecycle post-close, ensuring a timely and accurate response to unblock customers
• Effectively and quickly resolve customer issues through email / Zendesk and Slack; triage and escalate technical issues as needed
• Understand Persona’s product and platform deeply and be able to troubleshoot issues, educate customers, and make recommendations
• Track and surface trends in customer issues, which will feed into scalable resources and in-product guidance
• Write and maintain documentation, tutorials, and guides to improve the customer experience and scale support
• Engage with Product and Engineering teams to incorporate and prioritize customer feedback, and inform the roadmap

What you'll bring to Persona

• 5+ years of experience in product support, customer support, technical support, engineering, or software engineering roles, ideally in SaaS tech startups with technical or complex products.
• You have experience working with US-based tech companies. 
• You have fantastic writing and verbal communication skills, with an emphasis on clarity.
• You can communicate complex issues to both technical and non-technical audiences via email, slack, and phone.
• You have strong attention to detail and are extremely organized.
• You have strong customer empathy and are excited to become an expert on Persona’s product.
• You’re good at multitasking, moving quickly, prioritizing effectively across a wide variety of tasks and evaluating situational urgency.
• You enjoy coordinating and collaborating with internal stakeholders to meet business goals.
• You have experience with Zendesk, JIRA, and Slack.
• You have a growth mindset - you enjoy learning, are comfortable with ambiguity, can be flexible in your thinking and are excited to be a great teammate.

Nice to haves

• Business fluency in German, Spanish, and/or French.
• You have significant experience debugging mobile and SDK issues.

Benefits and perks

Diversity, equity, inclusion and belonging

At Persona, we strive to put diversity and inclusion at the forefront of everything we do, reflecting our core values. Our DEIB Employee Resource Group seeks to build a diverse and inclusive team that fosters an environment where each Personerd feels empowered to bring their unique differences to work and achieve their full innovative potential. Our hope is that by fostering such an environment, we strengthen our business and relationships by putting people first.

We strive to promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.