Customer Support Engineer providing technical support for Agora's real - time engagement solutions. Engaging with developer communities and guiding on integration best practices.
About the role
- Customer Success Manager onboarding and supporting self storage operators in EU markets. Handling customer inquiries and ensuring smooth setup and integration processes.
Responsibilities
- Guide new customers through onboarding, ensuring setup, data import, and configuration are smooth and successful.
- Respond to inbound support tickets with clarity, accuracy, and empathy.
- Provide real-time phone support and troubleshooting for priority customers, maintaining a professional and friendly tone.
- Work closely with Sales and Customer Success to ensure a seamless handover from new sale to fully onboarded account.
- Keep onboarding milestones and support tickets updated.
- Identify common customer issues or feature requests, and share insights with the product and success teams.
- Contribute to help articles, videos, and templates to make onboarding and support more efficient.
- Advocate for customers and their needs internally and help improve processes that make their experience better.
Requirements
- Experience in a customer-facing SaaS role onboarding, support, or customer success is helpful but not required.
- Excellent written and verbal communication skills in English (additional European language a strong plus).
- Strong technical curiosity comfortable learning new software and troubleshooting basic setup or integration issues.
- Empathy, patience, and professionalism; especially when handling customers under pressure.
- Confident on support calls and able to translate technical steps into simple explanations.
- Highly organised and able to manage multiple onboardings and tickets in parallel.
- Collaborative mindset, working across Support, Sales, and Customer Success.
- Ability to spot patterns, propose improvements, and take ownership of outcomes.
Benefits
- Competitive salary
- Share options
- Hybrid working (2 days in office and 3 days WFH per week)
- 35 days holiday
- Private health insurance (for you + family)
- Company Pension plan
- Apple hardware
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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