Technical Support Specialist

Overview

Smartling was founded 14 years ago to make localization and translation seamless. Today, Smartling is rapidly growing, profitable and backed by Battery Ventures, a global technology-focused investment firm, supporting company growth and expanding our market share and leadership position. We are the only cloud-based, AI-enabled translation platform that combines a Neural Machine Translation Hub and professional language services; empowering teams to collaborate in real-time to create multilingual experiences customers love.

We are looking for an experienced Technical Support Specialist to join our growing customer support team. The Smartling Technical Support team provides exceptional support to our customers and platform users. This team is responsible for managing, resolving, and preventing problems by providing consistent, top-notch customer service and product expertise. You will be responsible for handling the resolution of technical support issues of varying levels of complexity. In this role you will collaborate daily with our wider support team on ticket resolution, working with engineering, IT and product teams to report bugs, troubleshoot issues and answer questions for our customers. You will also work closely with our technical documentation team to ensure regular updates to knowledge bases are maintained in line with support queries and product updates. You're a great match if you are quick to learn a new product, analytical, can work well under pressure, and are driven to help customers solve problems.

You Will

• Provide best-in-class technical support via email.
• Be comfortable with taking phone calls as required for urgent or escalated issues to resolve problems
• Diagnose and solve customer problems, escalating when necessary
• Troubleshoot software and network issues using tools like Splunk, FullStory, Chrome Developer Tools, curl and Postman
• Direct users to relevant product documentation and resources as questions arise, empowering customers to be better Smartling users
• Identify gaps in resources and documentation to support future issue deflection
• Collaborate across teams, including Customer Success, Engineering and Product to solve problems and support our customers 
• Plan, organize, and prioritize your work
• Advocate for product improvement and change
• Proactively contribute to process and service quality improvement

You Have

• Third-level technical education via degree or certification
• Demonstrated experience working in a B2B customer support role and delivering against key support KPIs
• Ability to make decisions to provide quick and accurate resolutions to users
• Ability to explain complex problems in simple terms
• A desire to deliver a best-in-class customer support experience
• Customer-centric mindset and an affinity for solving problems
• Capacity to empathize with users in a way that demonstrates you care about their issue and can be relied on to solve it
• Knowledge of web technologies, including HTML, CSS, JavaScript, AJAX and HTTP
• Experience troubleshooting web applications and technology
• Working knowledge of RESTful APIs
• Experience with web development tools, such as Firebug and Chrome Developer Tools
• A home office setup conducive for working remotely, and the ability to work effectively as a remote team member*

Preferred but not required

• Experience with web servers such as Nginx
• Experience with content management systems (CMS) such as Adobe AEM, WordPress and Contentful
• Experience with customer service/ticketing platforms, such as Zendesk
• Experience with translation, localization, and internationalization processes

You are

• Results-focused. Center on professional and personal growth
• Enthusiastic. A fun and energetic co-worker
• An analytical thinker. “If there is a problem I have a solution” attitude
• Customer-focused. Passionate for client success at all times
• Detail-oriented. Supremely well organized with attention to detail
• A Team Player.  Ability to work effectively and cross-functionally within all levels of management, both internally and externally

 You Will Enjoy

• Freedom 🏡 - we are remote first
• Growth  - an opportunity to learn and advance your career
• Wealth 💰 - we offer a competitive salary and 401(k) + company match
• Wellness - health insurance; free medical plan for you and your family
• Balance - flexible PTO + 11 holidays; generous parental leave
• Culture 🤝- an energetic, value-driven, and fun culture and team spirit
• Bonus - employee referral program and apple equipment

We are considering candidates based in Eastern and Central time zones at this time.

Smartling is proud to be an equal opportunity employer. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, skills, and experiences.

We use E-verify platform for the work authorization verifications.

The US national pay range for this role is $50,000-$62,000. Final offer amounts are determined by multiple factors, including geographic locations as well as candidate experience and expertise, and may vary from the amounts listed. 

*To work from home, you must have a strong internet connection, quiet space, and a professional (distraction and clutter-free) background.