Technical Support Engineer (EU)

Job description

What We Do?

CHILI publish is a fast-growing SaaS company with the most advanced and flexible online editor to automate repetitive tasks for graphic designers, reducing bottlenecks in the production phase for brands, agencies and printers. CHILI publisher is the preferred creative automation tool for over 230 companies globally including Mars, Philips, HH Global, Oliver Marketing,… and can easily integrate with all their existing marketing automation, eCommerce, CRM, Workflows, DAM or PIM solutions.


Every year we onboard about 60 new customers to our platform. To keep offering the best customer experience and maintain an excellent NPS, we’re looking for a strategic and problem-solving Technical Client Success Engineer.


What will you do?

Our Customer Success team is vital to our success. We can only thrive if our customers do. That’s where our Technical Support Engineer comes in.


As a team member, you will work with customers to help them make the most of their solution, resolve issues, advise on optimizations, and help clients with their CHILI publish integration.


In your role as Technical Support Engineer you offer them:

  • Product knowledge: get to know our product inside out. We provide trainings to get you started, and next to that you’ll learn on the job.
  • Support: answer client’s questions and issues. It’s your job to understand the issues of the customer and guide them towards the right solutions. You will be part of our 24/7 team.
  • Integration: provide trainings of the product on-site and online as well as providing server installation support.
  • Best Practices: advise clients on how to best use and integrate CHILI publisher.
  • Stakeholder Management: work closely with the R&D team, customer success managers and the marketing and pre-sales teams.


Requirements

What we hope you’ll bring with:

  • Minimum junior level web development experience or certification
  • Proficiency in one of the following or similar programming languages:
    • JavaScript
    • Java
    • C#
    • PHP
    • Python
  • Background in IT - working with Windows Servers is a plus
  • Exceptional analytical problem solving and troubleshooting skills
  • Ability to navigate and troubleshoot in ticketing systems, bug submission and other support tools & systems
  • Ability to identify and submit product enhancement requests
  • Being able to talk with customers in person as well as online
  • You are open to work in shifts – this being a fixed schedule early shift and weekend or late shift and weekend.

And team spirit. The CHILI publish team works hard, plays hard and gives as good as it gets. We believe in ownership, teamwork and flexibility. These are the three core values we live, work and play by.


Why join us? 

CHILI publish is a customer-focused international scale-up, which means want to create the best experience for our customers, but also for the team who take care of our customer support.

Therefore our CS team developed their own Customer Success workflows with Operational Excellence in mind and integrated modern CS tools like Planhat, Salesforce, and Zendesk.

You should join our team if you want to take ownership, offer support as a team, and give and receive flexibility. Because these are the three core values we live, work and play by.


Besides an interesting salary package and a personal learning budget, we do offer extra benefits according to your needs. When you apply, we’ll guide you through all the possibilities.

Our headquarter is based in Aalst, Belgium, but we have tons of experience and colleagues from all over the world so working remotely is no issue.