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, located anywhere in Ireland, to join our growing customer support team in a remote, work from home position. 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
Wellness - company-sponsored Health insurance plan & pension plan with company matching
Balance - flexible PTO + bank holidays, paid sick and parental leave
Culture 🤝- an energetic, value-driven, and fun culture and team spirit
Bonus - employee referral programs and Apple equipment

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.

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

Technical Support Specialist