Be the lead Customer Support Engineer for a profitable startup

CallHub is the leading marketing platform for political campaigns, advocacy groups and businesses around the world. We help people put together great campaigns using our cloud telephony software. We have been privileged to help campaigns of major political parties and amazing businesses. We have customers round the globe who love the value our product delivers and constantly push us to do more.

We are profitable with 950+ paying customers from North America, Australia and Europe. We have delivered millions of messages world-wide. Companies like, Uber, UK Conservative party, Accenture are using us. We are passionate about the product, help us delight our customers with great support!

Your Responsibilities:

• You will assist customers with their technical issues and questions around CallHub.
• Responsible for setting up customer support policies and procedures.
• Monitor and identify areas of improvement in the product
• Communicate effectively internally and with product team to reproduce, resolve support cases and document them.
• Contribute to internal knowledge base system, FAQs, troubleshooting, best practices etc.
• Become an expert on the product and stay up-to-date about new features.
• Support team must be available 24 hours for 5 days a week. As a lead engineer, you’ll have to work in the night shift till the time the support team in fully built.
• (Optional) Identify and write scripts for automating support tasks.

How does this role grow:

• You’ll start off with being the main point of contact for customers and eventually have a team of people working across all timezones.
• We also want to build tools to make the job of the support team easier. If you want to, you can lead this effort as well.

What’s in it for you?

• Full autonomy in your area of work to look out for improvements in the product
• Open culture and freedom to express ideas and initiate projects
• You’ll get to work with large political campaigns and advocacy organisations, it is fun helping campaigns that you read about in the newspapers.

You should have:

• Attention to detail.
• Strong written and oral communication skills along with the ability to communicate technical concepts in a simple and concise manner.
• 5 - 7 years of experience in providing customer support for a software product
• Experience in trouble shooting, maintaining and supporting production setup
• Sense of urgency and ownership to get problems solved in timely manner
• Ability to work on multiple tickets/ support cases effectively and to be able to manage the time critical tasks.
• Used bug tracking tools like Bugzilla/Jira and have reported issues with root cause analysis
• Good knowledge and experience in scripting languages is preferred
• Background with a cloud telephony related product is a plus.
• Engineering or equivalent degree