**Customer Success Expert**

2 days ago

Dublin, Dublin City, Ireland beBeeSupport Full time
Technical Support Engineer

About the Role:

As a key member of our team, you will play a crucial role in ensuring customer satisfaction and success. This is an exciting opportunity for a Technical Support Engineer to join our fast-paced startup environment and contribute to scalable internal systems and support workflows.

  • Make customers happy: Our goal is to make customers wildly successful and happy.

  • Serve as a frontline technical expert to diagnose and resolve customer issues—ranging from product bugs to configuration questions and usage blockers.

  • Act as the voice of the customer to internal teams, escalating complex issues with detailed context and urgency.

  • Provide timely, empathetic, and accurate responses through email, slack, or other support channels.

Key Responsibilities:

  • Design and refine scalable support processes to improve response times, resolution rates, and CSAT.

  • Maintain a growing knowledge base to empower customers and reduce ticket volume while championing knowledge-sharing practices within the support team and across the organization.

  • Partner with Engineering and Product teams to automate common workflows and reduce repetitive support burdens.

Requirements:

  • 2+ years of experience in Technical Support Engineering or a related technical customer-facing role (Success Engineering, Customer Engineering, Product Engineering, Sales Engineering, Solutions Architecture).

  • Comfortable reading logs, querying databases, and investigating root causes using tools like Postman, SQL, or internal debugging systems

  • Strong understanding of SaaS technologies, foundational programming and coding, and cloud-based architecture

  • Excellent written and verbal communication skills with a customer-first mindset

  • Proven ability to work efficiently and independently across technical and non-technical teams. Additionally, able to prioritize amongst complex and competing objectives

  • Demonstrated track record in an early-stage company or highly ambiguous environment

Benefits:

  • This role is fully remote and can be located in the UK, Ireland, Portugal, or Spain.

  • We celebrate diversity and are committed to creating an inclusive environment for all employees.

  • Equality is a core tenet of our culture.

Our Culture:

  • Monte Carlo has been recognized for its world-class employee experience.

  • Named to America's Most Loved Workplace List 2024

  • Named an Inc. Best Workplace for 2024

  • Named A Top 20 ORG For Venture Capital Funded Companies, Spring 2024

  • Named A Top 5 ORG in San Francisco, Spring 2024

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