IT Support Engineer -Are you Ex-Meta ?
Location: On Site Dublin 4
Immediate start
11 month contract
Salary €70,000 per year
We are looking for a passionate IT Support Engineer to develop both a deep and broad comprehension of the Business API. As an IT Support Engineer in a growing globally distributed function you will play a crucial role in building programs that support and nurture several partners and customers. You measure yourself by the value you help these partners and customers create to become our strongest advocates.
The ideal candidate is someone who has serviced customers with high expectations using an enterprise product. This role will help to ensure Business Messaging support drives customers and partner growth, retention, and advocacy.
Role Responsibilities
Act as a point of escalation for long-tail partners and clients, coordinate customer calls and remote troubleshooting when required
Own and engage with a growing portfolio of 100+ partners and direct clients
Work closely with product and engineering teams to ensure high customer satisfaction
Collaborate with other regional Scaled Support Account Managers to review account health and proactively identify gaps in customer/product experience
Maintain and report on customer account health and other key metrics
Ensure that escalated Business Messaging API issues are resolved timely and communicated to the customer meeting their expectations
Work closely with the Client Managers and Partnerships team, comprehend the business priorities and technical environments of long-tail clients and partners, as well as develop close relationships with them
Work with the global Support team and XFN partners to improve efficiency and quality of Support processes and tools
Analyze tickets and provide recommendations that improve customer experience. Build relationships with Product and Engineering teams to improve the product and advocate for customer needs
Ability to travel internationally as needed
Required Experience:
3+ years of technical support experience delivering/ enabling support for enterprise applications or being in customer success/account management
Experience of enterprise cloud software and concepts (e.g. Single Sign On), integration with cloud service providers (e.g., AWS), and APIs
Excellent communicator with the ability to simplify and clearly explain technical concepts to a non-tech savvy audience
Excellent analytical skills to accurately respond to customer and partner needs at scale
Ability to build relationships and effectively leverage them to remove blockers and expedite work
Demonstrated experience of excellent troubleshooting of customer and partner escalations in a ticket-based workflow while achieving SLA requirements and managing critical escalations
Leverage tools and technology to deliver value to multiple accounts at once through one-to-many programs
Ability to embrace the mindset of continuous improvement and actively contribute to processes that help scale the service
Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action
2+ years of experience in working in scaled account management programs in mid-market or enterprise companies
1+ years of Project Management experience preferred, or commensurate certification
Incident and Escalation management best practices
Provide technical troubleshooting, escalating if needed.
Need someone who has prior experience in tech support, can find answers and is adaptable
Example cases - partners are onboarding clients and they need to add phone numbers, business verifications. They may have issues with this, and they reach out to users not receiving the OTP or the code is not working, 20-40 cases at any time on average.
