Senior Technical Support Specialist

We’re looking for a **Senior Technical Support Specialist**to join our Customer Support team in Singapore.

**In this role, you will**
- **Solving Complex Technical Challenges**:Tackle intricate technical issues and provide expert-level support for our most demanding customers.
- **Building Strong Customer Relationships**:Collaborate closely with customers to understand their unique needs, offer strategic advice, and deliver exceptional service.
- **Driving Product Innovation**:Work with cross-functional teams to identify opportunities for improvement and contribute to the development of new features.

**Your day-to-day work and responsibilities include**
- **Customer Collaboration**:Collaborate with customers to understand their needs, provide tailored solutions, and manage expectations.
- **Technical Troubleshooting**:Diagnose and resolve advanced technical problems related to our marketing analytics platform, including software configuration, data integrations, and API usage.
- **Issue Resolution**:Escalate critical issues to relevant teams, track their progress, and ensure timely resolution.
- **Knowledge Management**:Maintain and update technical documentation, including knowledge base articles and troubleshooting guides.
- **Product Expertise**:Stay current with product features, industry trends, and best practices to deliver effective support.
- **Team Collaboration**:Collaborate with cross-functional teams to share knowledge, improve processes, and enhance customer experience.

**This position is for you if you have**
- 5+ years of experience in technical support, preferably in SaaS and in MarTech companies
- Strong troubleshooting skills for complex technical issues
- Proficiency in web technologies, APIs, data integrations, and data warehousing
- Basic programming or SQL knowledge
- Understanding of digital marketing concepts and data analytics concepts
- Knowledge of digital marketing platforms, such as Google Ads, HubSpot and Microsoft Advertising
- Knowledge of social media networks and social media marketing, such as Facebook Ads, LinkedIn Ads and X Ads
- Familiarity with Business Intelligence tools (e.g., Google Looker Studio, Tableau)
- Experience with CRM systems and ticketing platforms (e.g., Salesforce, Freshdesk)
- Proficiency in using spreadsheets (Google Sheets, Excel)
- Excellent communication skills, both written and verbal, and the ability to explain technical concepts clearly to non-technical users
- Customer-centric mindset with a focus on delivering exceptional support
- Ability to work independently and collaboratively in a fast-paced environment

**Interview Process**:

- Chat with Recruiter (30 mins)
- Hiring Team Interview (60 mins)
- Take Home Assignment
- Hiring Manager Interview (30 mins)
- C-Level Interview (30 mins)

**Benefits we offer**:

- Competitive compensation package, including equity
- Great work equipment, WIFI, and Phone allowance
- Health care insurance and mental health support
- Annual SGD1500 personal learning budget
- Sports and wellness allowance
- Flexible remote policy

Benefits may vary depending on location. Check out the other benefits we offer here

Supermetrics is committed to providing a welcoming and inclusive workplace for all. We believe that a diverse workforce is a strong workforce, and we are dedicated to creating an environment where everyone feels valued and respected.