At a Glance
- Tasks: Provide technical support and troubleshoot issues for Stackline's innovative software tools.
- Company: Join a leading tech company revolutionising commerce with cutting-edge solutions.
- Benefits: Enjoy a competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Be part of a diverse team in a dynamic environment with excellent career prospects.
- Why this job: Make a real impact by helping customers succeed with our advanced SaaS platforms.
- Qualifications: Experience in product support, strong communication skills, and a knack for problem-solving.
The predicted salary is between 35000 - 45000 £ per year.
Stackline is the first full-funnel connected commerce platform for the world's most innovative brands.
Business leaders, product innovators, performance marketers, and analysts trust Stackline as the single source of commerce truth.
Fueled by our proprietary neural network, our market insights, revenue metrics, behavior analyses, and autonomous functionality create the actions that determine success or failure.
Founded in 2014 in Seattle, we have offices in Minneapolis, New York, Salt Lake City, and London.
Since November 2020, Stackline has raised $180 million in strategic investments from Goldman Sachs Growth Equity and TA Associates.
Stackline is on a mission to fuel the future of commerce by bringing brands and customers closer together.
About The Role
As a Customer Support Engineer, you will be responsible for providing functional and technical support to troubleshoot, document, and resolve issues for Stackline customers using our software tools.
This role acts as a subject matter expert on Stackline's suite of products and services to address internal and external requests to ensure a high level of customer satisfaction.
Customer Support Engineers will work cross-functionally with other Stackline teams such as Product Development, Sales, and Marketing as needed.
This is a full-time position with a hybrid in-office policy (4 days/week in office) based in downtown London
What You Will Do
- Provide subject matter expertise internally and externally on Stackline's Saa S platforms and services.
- Responsible for promptly and effectively addressing customer inquiries, issues, and requests via various channels such as email, chat, or phone.
Ensure accurate information is provided to clients, troubleshoot problems, and offer solutions.
- Provide technical support to customers through guided setup and installation processes, resolving software bugs, and troubleshooting errors.
- Write and maintain scripts to automate recurring support tasks, diagnose issues, and streamline internal workflows.
Build lightweight tools and utilities to improve support efficiency and reduce manual effort.
- Investigate technical issues by querying databases, reviewing logs, and reproducing customer-reported problems to identify root causes.
- Contribute to creating and updating knowledge base articles, FAQs, and other self-help resources.
Assist in documenting common issues, troubleshooting steps, and best practices to enable customers to find solutions independently.
- Facilitate collaboration with other teams, such as Product Development, Sales, and Marketing, to address customer needs effectively.
Relay customer feedback, provide input for product improvement, and coordinate with the relevant teams to resolve complex issues.
- Adhere to terms of Service Level Agreements (SLAs) such as response or resolution time.
Demonstrate the ability to prioritize and manage their workload effectively to meet these service-level expectations.
Who We Are Looking For
- Prior experience in a product support or technical support role working with enterprise customers.
- Comfortable writing scripts and automating tasks (e. g., Python, SQL, or similar); no formal computer science background required.
- Ability to query databases and interpret logs to diagnose technical issues.
- CRM and Microsoft Suite experience.
- Excellent verbal and written communication skills with the ability to communicate complex issues clearly and effectively.
- Works well in a team environment and independently.
- Strong analytical, decision-making, and troubleshooting skills.
- Ability to work in a fast-paced and dynamic environment and manage multiple priorities at the same time.
- Demonstrated commitment to customer service.
Stackline is committed to creating a diverse environment and is proud to be an equal opportunity employer.
We encourage applicants from all backgrounds to apply.
All qualified applicants will receive consideration for employment without regard to race, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Customer Support Engineer in London employer: Stackline
Stackline is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets collaboration. With a strong focus on employee growth and development, team members are encouraged to leverage cutting-edge technology and data-driven insights to drive client success. The company fosters a culture of inclusivity and diversity, ensuring that every voice is heard and valued, making it a truly rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Engineer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Stackline. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Stackline before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Engineer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Stackline:Your cover letter is your chance to shine! Tell us why you want to work at Stackline specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Stackline!
How to prepare for a job interview at Stackline
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
