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)
- Chat with the Hiring Manager (45 mins)
- Home Assignment
- Team Interview (60 mins)

**Benefits we offer**:

- Competitive compensation package, including equity
- Great work equipment, WIFI, and Phone allowanceHealth 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

LI-Remote / #LI-Hybrid #LI-FullTime #LI-MiddleToSeniorLevel

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.

**Join us on our mission to make data a marketing superpower**

Supermetrics is a frontrunner in data integration technology, with 15% of global advertising spend reported through our products.

Our technology streamlines marketing data for over 200,000 businesses through a network of agencies and customers like Shopify, HubSpot, and Nestlé. We help marketers master their data and turn it into insights that improve business results and predict the best next step. Since our founding in 2013, we've grown profitably to reach 750K+ users and over 50M€ in annual recurring revenue.

We're a team of 360+ growth-minded people from diverse backgrounds. Together, we make a multicultural, resourceful, and collaborative team.

Supermetrics operates on trust, transparency, and a keen customer focus. Forward-looking and action-oriented, we work hard to be the leader in our industry. As team players, we help each other and win together.

We're hiring for a diverse, competent, and collaborative team and building an inclusive workplace where everyone is treated fairly and respectfully.