At Botify, we like to think long-term and we want customers for life. This is why we’re building a strong multicultural Customer Experience team. As Technical Support Engineer, you will support our customers and this team, to help our customers get the most of our applications. More than just satisfaction, our ultimate goal is customer happiness - nothing less.
The team
Technical Support Engineers are key to customer happiness with Botify. They are always there to take any request into account, solve the request or provide follow-up while it is being solved.
As Botify is spread across 3 regions: US, EMEA and APAC, the Technical Support team members are spread across these regions as well. They operate globally and share practices, processes and tools globally, as well as support tickets to distribute the workload evenly. As of today, there is a team of 3 persons in New York and a team of 3 persons in Paris.
With Botify’s growth and the move of our EMEA Lead to APAC, we are looking for our Technical Support EMEA Lead, located in France.
As EMEA Lead, you will coordinate and participate in the Support activities of the EMEA team, and you will be the natural point of contact for the US and APAC leads, to coordinate the global Support activity.
Your Role:
Technical Support EMEA Lead
Operational role: Level 2 support on Botify tools suite
1/ Customer Setup with our Products - You aid the Client Experience (CX) team and the Customer with technical setup. You spearhead:
2/ Investigations when data is not correctly provided to customers:
3/ Technical Questions:
In terms of ratios, technical setups are the biggest part, followed by investigations, then by technical questions.
You’ll work closely with a seasoned Technical Support team to share the same global support processes, approaches and tools.
We build our own tools: if you have development skills, you’ll be able to participate in creating internal tooling to help the team deliver better and faster.
We are going to put in place an on-call system for our customers. When this is in place, you’ll be part of the on-call team.
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