Technical Support Engineer

About the Job

Company : Creator.co

Title : Technical Support Engineer

Status : Full-time, Hybrid

Creator.co is one of the leading Influencer Marketing Platforms in the market, and one of the fastest growing start-ups in Vancouver.

1 on Smartsites

• 4.7 Stars on G2
• Top ranked platform on Influencer Marketing Hub

Creator.co is an innovative platform that empowers creators, influencers, and brands to collaborate and thrive in the digital space.

We're revolutionizing the way brands and influencers connect by streamlining the creative process, optimizing marketing campaigns, and delivering measurable results.

Our vision is to be the destination for Brands and Creators to connect, collaborate, grow, and earn more money.

We are seeking a Support Engineer to spearhead our support department by establishing and managing a robust support infrastructure tailored to the needs of both our brands and creators.

This role requires a balance of technical proficiency and customer-centric focus to provide exceptional service and ensure seamless interactions across various channels.

Responsibilities :

• Develop and maintain a comprehensive support framework for our diverse clientele, comprising brands and creators.
• Deliver superior customer service by promptly addressing and resolving inquiries, issues, and concerns through multiple communication channels.
• Collaborate closely with cross-functional teams, including engineers and customer success, to bridge technical complexities with customer requirements effectively.
• Deepen understanding of our platform's intricacies and actively engage with engineers to troubleshoot and resolve complex issues.
• Take end-to-end ownership of support tickets, ensuring timely resolution and a positive experience for both brands and creators.
• Contribute to the knowledge base by creating and updating articles to empower customers for self-service.
• Conduct thorough investigations and analysis before escalating issues to the engineering team as needed.
• Work collaboratively with the customer success department to ensure seamless knowledge transfer and address customer concerns proactively.

Requirements :

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proven experience in a support role with strong troubleshooting abilities.
• Proficiency in JavaScript, SQL, and web technologies.
• Excellent communication skills with the ability to articulate technical concepts to non-technical users effectively.
• Proactive mindset with a knack for innovative problem-solving.
• Familiarity with support platforms, particularly Zendesk.
• Strong interpersonal skills, enabling empathy with customers and fostering positive relationships.
• Experience in creating and maintaining automation scripts.
• Ability to collaborate effectively with engineers and customer success teams to address diverse customer needs.

Preferred Qualifications :

• Previous experience in setting up and managing support departments.
• Familiarity with other support platforms and tools.
• Ability to analyze and optimize support workflows for enhanced efficiency.

What We Offer :

• A competitive salary and benefits package, including health, dental, and vision insurance.
• A vibrant office in downtown Vancouver with the flexibility of remote work 2 days per week
• An inclusive environment with a team of passionate and talented individuals.
• Opportunities for personal and professional growth, with access to industry events and conferences.
• A supportive company culture that values collaboration, innovation, and communication.

Compensation range : $55,000 - $65,000 per year