Technical Support Specialist, Support Engineering

Описание вакансии

Superhuman offers a dynamic hybrid working model for this role. This flexible approach gives team members the best of both worlds: plenty of focus time along with in-person collaboration that helps foster trust, innovation, and a strong team culture.

Candidates for this role should be based in Warsaw.

About Superhuman

Grammarly is now part of Superhuman, the AI productivity platform on a mission to unlock the superhuman potential in everyone. The Superhuman suite of apps and agents brings AI wherever people work, integrating with over 1 million applications and websites. The company's products include Grammarly's writing assistance, Coda's collaborative workspaces, Mail's inbox management, and Go, the proactive AI assistant that understands context and delivers help automatically. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters. Learn more at superhuman.com and about our values here.

The Opportunity

To achieve our ambitious goals, we’re looking for a Technical Support Specialist to join our Support Engineering team in our Customer Care department. This role will lead the transformation of customer experience through innovative customer care.

In this role, you will directly impact the enhancement of Superhuman's and Coda's product offerings and the retention and expansion of our revenue-generating customer base by digging into the technical world.

As a Technical Support Specialist, you will:

• Provide timely, empathetic, and solutions-focused support, keeping users’ needs at the center of every interaction.
• Assist with account, subscription, and product-related inquiries, ensuring accuracy, efficiency, and a seamless user experience.
• Troubleshoot technical issues related to Superhuman's or Coda’s products and guide users toward clear, effective resolutions via email (help desk) and live chat.
• Reproduce and escalate technical issues to engineers, helping to improve the overall user experience.
• Occasionally organize calls with Enterprise customers to diagnose and resolve more complex issues related to SSO, SCIM, or enterprise deployment of Superhuman's products or Coda Docs.
• Deliver a smooth, frustration-free support experience that strengthens user satisfaction and loyalty.
• Collaborate with cross-functional teams to enhance support processes, share insights, and drive product improvements.
• Initiate and manage projects that improve the quality of our team and organization.

Your Journey with Us:

• First 30 Days: Immerse yourself in our company culture and policies while mastering the tools, workflows, and ticket resolution. With the guidance of experienced peers, you'll complete training assignments and assessments in a timely manner.
• By Month Three: Gain a comprehensive understanding of our product offerings. After completing weeks of dynamic training and passing the final assessment, you’ll be ready to tackle a variety of technical tickets independently, with an improving speed and quality of service.
• By Month Six: Contribute to the team's key performance targets by delivering exceptional, proactive customer assistance. Your expertise will allow you to support peers and assist junior agents, transforming potential negative experiences into positive outcomes and retaining customers.
• By Year One and beyond, Continue to meet and exceed team goals, demonstrating your ability to resolve customer inquiries efficiently. Assist numerous customers and take on expanded responsibilities to drive team success, showcasing your commitment to outstanding customer care.

Qualifications

• A passion for delivering exceptional customer service, not only by resolving issues but by proactively identifying and preventing them.
• Advanced proficiency in written and spoken English, ensuring clear and professional communication with users.
• Strong critical thinking and problem-solving skills allow you to effectively diagnose and resolve technical issues.
• A clear, empathetic communicator who values patience and can simplify complex technical concepts for users.
• Exceptional attention to detail and reading comprehension, ensuring accuracy in troubleshooting and issue resolution.
• A quick learner who seamlessly navigates and retains large volumes of technical information.
• Previous experience providing technical support, with a strong focus on troubleshooting and user assistance. Experience handling connection/network and UI or SSO issues is a plus.
• Familiarity with operating systems (Windows, macOS), web browsers (Chrome, Edge, Safari, Firefox), and collaboration tools (Slack, Zendesk, Jira, or similar). Experience with ticketing systems is a plus.
• Has a demonstrated ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments.

Support for you, professionally and personally

• Professional growth: We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being.
• A connected team: Superhuman builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture. We work to foster belonging among team members in a variety of ways. This includes our employee resource groups, Superhuman Circles, which promote connection among those with shared identities including BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs.
• Comprehensive benefits: Superhuman offers all team members competitive pay along with a benefits package encompassing health care and ample and defined time off. We also offer support to set up a home office, wellness, and pet care stipends, learning and development opportunities, and more.
• Relocation Support:Superhuman provides comprehensive relocation support to make your move to Warsaw seamless. Our package includes a relocation bonus to cover additional expenses, such as temporary housing.
• Increased bonus: We generally offer a 50% bonus to customer care agents available to work for at least 3 hours between 8 p.m. and 8 a.m. CET and a 100% bonus to agents available to work between 8 p.m. and 5 a.m. CET.

Range: PLN 120,000 to PLN 165,000 gross per year.

We encourage you to apply

At Superhuman, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. Superhuman is an equal opportunity company. We do not discriminate on the basis of race or ethnic origin, religion or belief, color, gender expression or identity, sexual orientation, sexual identity, national origin, citizenship, age, marital status, veteran status, disability status, criminal prosecution, judgment in a criminal case, or any other characteristic protected by law.

For more details about the personal data Superhuman collects during the recruitment process, for what purposes, and how you can address your rights, please see the Superhuman Data Privacy Notice for Candidates here.

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