Highlights
Flexible work schedule with office days and remote options; comprehensive health insurance; mental wellness programs.
Description
Job Summary
pJoin our dynamic team as a Product Support Engineer at Meltwater, where you'll collaborate with international teams to provide top-notch support for global customers. Your role will involve managing tickets, troubleshooting issues, and ensuring customer satisfaction through effective communication and problem-solving.
Responsibilities
- Collaborate with an international team to support our global portfolio of customers.
- Manage, prioritize, and troubleshoot a pipeline of tickets and application requests.
- Promptly respond to system alerts concerning service platform failures.
- Work across teams to identify root causes and implement solutions for issues.
- Engage with both internal and external customers to ensure high satisfaction levels.
Required Skills
- Technical support experience
- Scripting or programming language proficiency
- Database knowledge (MongoDB/NoSQL or MySQL/MSSQL)
- Experience with cloud-based architectures
- Problem-solving and communication skills
Required Skills Explained
- Technical support and problem-solving skills to efficiently manage and resolve customer issues.
- Experience with ticketing systems such as JIRA, Intercom or similar platforms for tracking customer inquiries and service requests.
- Knowledge of databases like MongoDB/NoSQL or MySQL/MSSQL and scripting languages including HTML, CSS, JavaScript, jQuery, and Regular Expression.
- Familiarity with AWS (Amazon Web Services) and cloud-based architectures to support modern web technologies and services.
- Excellent communication skills in English for effective interaction with both internal and external customers.
Who is this for
pThis role is ideal for candidates who thrive in a fast-paced, collaborative environment and have strong technical abilities. You should be detail-oriented, adaptable, and eager to enhance customer satisfaction through your support.
Why This Job is a Good Opportunity
ulliOpportunity to work in an international team, collaborating on global projects that span various industries.liPotential for professional development within Meltwater's supportive and inclusive environment.liAccess to comprehensive health insurance and employee assistance programs promoting overall well-being.liFlexible work schedule with a hybrid model combining office time and remote work, offering a good balance between personal life and career growth.
Interview Preparation Tips
- Practice problem-solving scenarios related to technical support and customer service.
- Prepare examples of how you have managed and resolved complex issues in the past.
- Review common scripting languages, database knowledge, and AWS concepts relevant to this role.
- Be ready to discuss your teamwork experience and ability to collaborate effectively with cross-functional teams.
Career Growth in This Role
pAs a Product Support Engineer at Meltwater, you will have ample opportunities for career advancement. The company values innovation and continuous learning, offering various training programs and mentorship initiatives. With experience, you can move up the ranks or explore specialized areas such as technical leadership, product management, or customer success.pMoreover, your role is pivotal in enhancing client satisfaction and fostering positive relationships with customers from diverse industries. This position not only contributes to the company's mission but also allows you to develop a deep understanding of technology and business operations, paving the way for a successful career in tech support or related fields.
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Skills
Frequently Asked Questions
What kind of technical skills are required for this position?Candidates should have proficiency in scripting or programming languages, database management (MongoDB/NoSQL or MySQL/MSSQL), and problem-solving.
Is experience with cloud-based architectures necessary?Experience with cloud-based architectures is preferred but not mandatory. We value candidates with a strong technical background in related fields.
What is the work schedule like for this position?You will be working 3 days a week in the office, and there may be occasional rotational shifts including weekends and late hours to support global markets.
