Customer Support (SaaS)

Userpilot is a leading B2B SaaS Product Growth Platform that empowers product teams to gain actionable insights into user behavior, acquisition, and retention. We are currently seeking an experienced Customer Support professional to join our team and act as the primary voice of our customers, driving meaningful change and product improvements.

Key responsibilities

• Diagnose and resolve complex implementation issues across our SDKs, APIs, and various third-party integrations.
• Develop pragmatic solutions by deeply understanding customer use cases and leveraging the full Userpilot toolset to achieve successful outcomes.
• Provide expert guidance to customers by explaining product behaviors clearly and recommending industry best practices.
• Escalate technical issues thoughtfully by summarizing context, impact, and necessary next steps to internal teams to ensure timely resolution.
• Contribute to our internal documentation and proactively suggest process improvements to enhance the overall customer experience.

Requirements

• At least 1 year of professional experience working as a Technical Support Engineer.
• A degree in Computer Science, Information Technology, or a related technical discipline.
• Excellent command of the English language, including strong speaking, writing, and reading comprehension skills.
• Strong knowledge of modern web technology fundamentals, including HTML, CSS, JavaScript, HTTP/REST, JSON, and browser-based debugging tools.
• Demonstrated ability to think critically and creatively to deliver effective workarounds while adapting to new technical challenges.

What we offer

• Opportunities for continuous professional development through training, industry events, and conferences.
• Clear and excellent pathways for long-term career progression within the company.
• A dynamic and collaborative work environment that values ownership and empathy.
• Generous time-off policy including 15 days of PTO, a dedicated winter break, and local public holidays.