Technical Support Engineer

About Us  

Similarweb is the leading digital intelligence platform used by over 3,500 global customers. Our wide range of solutions powers the digital strategies of companies like Google, eBay, and Adidas. We help our customers succeed in today’s digital world by providing data-driven insights, competitive benchmarks, strategic analysis, and more. In 2021, we went public on the New York Stock Exchange, and we haven’t stopped growing since!

We’re looking for a Technical Support Engineer to become a product expert, assist our customers with various inquiries, and strengthen our relationships with our customers and users. This role reports to the Director of product support.

Why is this role important at Similarweb?

The Product Support Specialist acts as the first line of contact for all of our users and plays a critical role in building trust in our brand, services, and products. 

The Support Team is often the first point of contact for new users, giving us a unique opportunity to make their first experience with Similarweb amazing!

So, what will you be doing all day?

As part of the Product Support team, your daily responsibilities may include:

• Providing high-quality, personalized support to our customers primarily through email, and fostering strong customer relationships.
• Supporting Similarweb employees by addressing any questions or issues with Similarweb products.
• Acting as an escalation point for our Tier 2 team for bugs, data inquiries, and advanced product questions.
• Becoming an expert in all Similarweb products, enabling you to address general product education inquiries.
• Collaborating with Product and R&D teams to resolve bugs and handle escalations, making prioritization decisions when multiple issues arise.
• Acquiring advanced knowledge of our data methodology to effectively manage complex data questions.
• Offering feedback to our Product team by sharing insights that could enhance customer experience and suggesting new product functionalities.

This is the perfect job for someone who:

• Has experience with customer-facing experience (account management, client onboarding, customer support, or similar roles).
• Has at least 3 year of experience working directly with software (SaaS preferred) or in the digital marketing field
• Has SQL knowledge to query and analyze data discrepancies for efficient issue resolution.
• Is experienced with RESTful APIs and tools like Postman, with the ability to troubleshoot and perform API testing to diagnose customer issues effectively.
• Is a native-level English and exceptional verbal and written communication skills
• Is internet & tech savvy
• Has critical thinking and problem solving skills
• Demonstrate professionalism, and strong ability to work in a team environment
• Is highly service-oriented with customer-facing skills
• Has data analysis skills

It’s a plus if you are someone who:

• Is experienced with Salesforce, JIRA, Zendesk or other support ticketing systems
• Has experience working in a DaaS company
• Has a strong understanding of the digital marketing space

Why Join Us?

• Impact😎: Work with the most powerful digital intelligence platform in the world, loved by both customers and employees.
• Innovation🚀: We encourage open dialogue and empower employees to bring their ideas to the table, fostering meaningful change within the organization.
• Hybrid Work Model: Enjoy the best of both worlds with our hybrid work model - 3 days in our vibrant office and 2 days working remotely🏡.
• Our Office: Step into our brand new, modern office located in the dynamic DOCK IN area (Prague 8). Fully equipped with stand desks, comfortable chairs & monitors, plus drinks, snacks 🥪, and fruits 🍎. Designed to inspire focus and collaboration, with space for social activities and recreation✨.
• Comprehensive Benefits: Your well-being is a priority! We provide 5 weeks of vacation, an extra day off on your birthday month, competitive compensation, and much more 😎!
• State-of-the-art Tech Stack: 👩🏻‍💻 We adopt innovation using the latest technologies and the best hardware (latest, most powerful MacBook Pro M3).
• Team Events: At Similarweb, we believe in community power. We organize team-building events, parties, and company events multiple times a year, plus weekly lunches or happy hours 🎉.
• Access to Equity Programs💸: Share in Similarweb's success by becoming a shareholder in the company.
• Career Growth: Interested in becoming a VP or transitioning to a different department? With Career Week, personalized coaching, and ongoing learning solutions, you have all the tools and opportunities to develop your career here🚀.

📧 Apply today and be a key player in Similarweb’s data journey!

#LI-Hybrid