Customer Support (EU) (m/f/x)

Who You’ll Work For:

Makersite is an award-winning data software company that empowers teams to manage product sustainability, cost, and compliance; simultaneously, from a web browser. Our mission is to help manufacturing companies make better decisions and create safer, more sustainable products through data-driven analysis. We believe that technology can help corporations to have a more positive impact on their environment. That is why we developed a platform that uses cutting-edge technology, big data, and breakthrough algorithms to deliver product intelligence, unlike anything on the market.

For manufacturing companies with complex supply chains that want to accelerate product development, build resilience or reduce costs, Makersite is a disruptive digital twin platform that uses AI to connect and enrich cross-departmental data into live models for analysis, collaboration and decision support. Digital twins can be used to understand how externalities like regulations, supply shortages etc. affect a business and help teams evaluate scenarios taking into account multiple criteria like costs, environment, compliance etc. at the same time.

Who We’re Looking For:

As a Customer Support Engineer at Makersite, you will be the crucial first line of technical support for L1 and L2 support tickets. Your primary responsibilities will include triaging and prioritizing these tickets, providing solutions, and managing support during the onboarding and proof of concept stages. You will need to be adept at understanding and navigating complex, multi-faceted projects while staying updated on new deliveries and product features.

What You’ll Do:

• Technical Support: Act as the primary point of contact for L1 and L2 support tickets, providing timely and effective solutions.
• Ticket Management: Triage and prioritize incoming support tickets, ensuring efficient resolution and escalation where necessary.
• Onboarding & Proof of Concept: Oversee support during customer onboarding and proof of concept phases, ensuring a smooth and successful experience.
• Project Understanding: Quickly grasp and manage various simultaneous projects, understanding implementation patterns and specific customer needs.
• Documentation & Inventory: Maintain a detailed inventory of customer implementation patterns and keep thorough records of support interactions.
• Product Knowledge: Stay informed about new product deliveries, feature developments, and terms of product updates to provide accurate and relevant support.
• Communication: Communicate effectively in both written and verbal forms, ensuring clear and concise information is provided to customers and internal teams.

Requirements

The Right Person Would Have:

• Experience: Minimum of 3 years of experience in a technical support role within a complex B2B SaaS environment.
• · Technical Proficiency: Demonstrated experience with Jira, including L2 triage, prioritization, and resolution.
• Knowledge: Strong understanding of SaaS solutions, particularly in the context of product supply chain and sustainable development.
• Communication Skills: Excellent English proficiency (mother tongue), with strong written and verbal communication skills.
• Adaptability: Ability to quickly understand and manage multiple projects and adapt to evolving product features and customer needs.
• Problem-Solving: Proven ability to troubleshoot and resolve complex technical issues efficiently.

What You Can Expect from Us:

• Belonging - Be part of the sustainability megatrend
• Development – a steep learning curve, both personally and professionally
• Pride - Do amazing work with an international, vibrant and passionate top-class team
• Passion - International customers who love what we do and share our vision
• Remote Working - Work 100% remotely if you like
• Values-driven culture - we're proud of our culture.
• Time-Off - 30 days of paid time off per year.
• Technology – State-of-the-art equipment.
• Competitive salary

What to expect when you apply

If this sounds like something that excites you, we want to hear from you! We look forward to receiving your detai