Support Engineer

• Serve as the first point of contact for customers via email, chat, and phone to resolve product-related issues.
• Provide timely and effective technical support, troubleshooting problems, and guiding users through solutions.
• Document customer interactions, steps taken to resolve issues, and escalate complex cases to Tier 2 support or engineering teams when necessary.
• Assist with user onboarding, training, and general inquiries to enhance customer experience.
• Collaborate closely with the product and development teams to report bugs and suggest improvements based on customer feedback.
• Stay up-to-date with product updates, new features, and best practices to effectively support users.

Must Have

• 1-2 years of work experience, preferably with a SaaS company.
• Demonstrates familiarity with fundamental customer support principles and hands-on experience utilizing Zendesk, Jira or other CRM.
• Basic knowledge of web technologies and software applications (familiarity with SaaS platforms is a plus).
• Excellent communication skills with the ability to explain complex concepts in a clear, user-friendly manner.
• Strong problem-solving skills and a proactive approach to resolving customer issues
• Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment.
• Ability to work in a fast-paced, startup environment with a high level of autonomy.
• A customer-first mindset and a passion for delivering a great user experience.
• Perfect English.

Established in 2004, ALLSTARSIT was founded with a clear vision: to enhance the landscape of global IT employment by bridging the gap between companies and skilled professionals. The core belief was that assembling a team shouldn’t be hindered by geographical constraints. Fast forward to the present day, ALLSTARSIT stands as an international outstaffing service provider committed to change the way businesses recruit, compensate, and oversee top talent worldwide.

With operational hubs scattered across Europe, Asia, and LATAM, and its headquarters situated in San Francisco, US, the company boasts a workforce of over 1,000 adept professionals. Spanning across more than 20 countries, ALLSTARSIT offers a diverse range of skilled employees across various verticals, including AI, cybersecurity, healthcare, fintech, telecom, media, and so on.