Technical Support Engineer

Wrike is seeking a Technical Support Engineer to join their team. As part of the team, you'll be building relationships with customers, helping them use the Wrike project management software, and assisting them with any challenges they encounter. This includes answering technical and billing questions, discussing product benefits, solving tickets, dealing with complaints, and developing the knowledge base. The role operates during 07:00am - 15:30pm EEST.

Key responsibilities include:

• Answering first-level customer support requests via email, chat, or phone
• Assisting customers with product questions and troubleshooting
• Maintaining cross-team collaboration related to customer needs
• Collaborating with product teams and engineers to resolve technical issues
• Providing instructions on application/product use
• Educating colleagues on technical cases
• Keeping current with product knowledge
• Recording interaction details in the Ticket Management System
• Participating in customer-centric projects and internal process improvements

The ideal candidate will have:

• 2+ years of experience in technical or functional product support in SaaS companies
• Professional English proficiency (C1+ minimum)
• Strong self-learning and information processing skills
• Critical thinking and problem-solving abilities
• Customer-oriented mentality
• Technical aptitude and willingness to learn
• University degree or equivalent job knowledge
• Background in computing, networking, and PC troubleshooting

Additional desirable skills include fluency in other European languages, understanding of SaaS, ability to build customer empathy, and experience with tools like MS Teams, GSuite, Office 365, Adobe Creative Cloud, Salesforce, Workato, and Sisense.

Wrike offers a comprehensive benefits package, including health insurance, paid vacation, sick leave, school allowance, and parental leave. The company promotes a hybrid work mode, with 2-3 days per week in the office for those near an office hub.

Wrike's culture emphasizes being smart, dedicated, and approachable, with a focus on customer satisfaction, collaboration, creativity, and commitment. Join Wrike to be part of a team that's innovating in the work management space and helping customers achieve their goals.