Insiderone14d ago

Technical Support Specialist - Germany

Germany·BerlinRemoteFull-Timemid

Customer SupportTechnical Support Specialist

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Quick Summary

Key Responsibilities

What is this role about? We’re underdogs who believe in the power of actions more than anything else. And as a customer-first company, we always walk the extra mile.

Technical Tools

Customer SupportTechnical Support Specialist

Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

Insider One is the #1 platform that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and become unstoppable.

Our story began with six desks and a vision to create a single platform to make industry-first technologies and emerging channels accessible to marketers worldwide. Today, Insider One is powered by 1,500+ team members representing 50+ nationalities across 30+ offices. With AI at its core and an integrated Customer Data Platform (CDP), Insider One unites data, personalization, and journey orchestration across the most extensive set of natively supported channels, including WhatsApp, SMS, Email, Web, App, and Site Search.

We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 2000+ customers from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on.

Insider One was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world. Loved by customers, recognized by analysts, we are the only vendor recognized as the #1 leader in all the capabilities marketing and customer engagement teams need. Don’t just take our word for it — see for yourself. We consistently outperform and continue our leadership, and the results speak for themselves.

From day one, Insider One’s mission has not only been to build a world-class product company, but also to create one of the most socially progressive technology communities in the world. Through our social responsibility initiatives like 100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 30+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM.

Behind all these achievements is an exceptionally talented, visionary team of overachievers that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading.

First things first: What is this role about?

We’re underdogs who believe in the power of actions more than anything else. And as a customer-first company, we always walk the extra mile. So we asked our team of Technical Support Specialists (TSS) to tell us what their day-to-day is really like and, in a nutshell, this is what they told us.

Role Description

As a Technical Support Specialist, you will play a crucial role in the Partner Success Team that owns support processes with our partners using our products and services. To be successful in this role you should be an excellent communicator who also has solid problem-solving skills.

Your primary responsibility will be to support seamless experiences to our partners. Your day-to-day responsibilities will include troubleshooting technical issues, finding resolutions for partner requests, reviewing partner queries and finding creative solutions that streamline their requirements, and leveraging your knowledge to help partners get over technical struggles while expanding to the Insider platform. You will also contribute to building innovative products by advocating for partners by taking their feedback and sharing it with the Product team to improve processes and product offerings. Another important duty of yours will be meeting important SLAs like response time and the lead time for issue resolutions.

A university degree in Business, Marketing, Engineering, or related fields

Experience supporting a technical product, ideally in SaaS, or experience in MIS or Software Development teams

Strong communication skills in writing (English and German)

High sense of responsibility and accountability

Ability to provide timely responses and follow up systematically

A natural problem solver with a positive attitude and love for helping others succeed

Good debugging/troubleshooting skills

Knowledge of HTML, CSS, or other programming languages is a plus

Show us that “you’ve got what it takes” to collaborate and build strong visionary relationships with customers, especially at the executive level. Aka, your sharp business acumen

Solid oral and written communication abilities, with positive and energetic phone skills and exquisite listening skills. Alas, we’ve got clients all over the world!

To be a self-motivated and savvy tech bug, always in search of new solutions and ideas to improve our relationship with our clients

To cherish one of our core ethos: Care. You’ll need to care for our clients and make sure they feel at home with our products and our assistance

Superior project and time management skills. A keen eye for detail is a plus!

Passion for testing, measuring, and improving outreach and follow-up effectiveness

The ability and flexibility to work in a fast-paced startup environment

Solid understanding of basic web concepts and digital marketing

a chance to work in an international, diverse, and inclusive environment,

access and opportunity to gain a limitless network all over the globe,

a chance to become a Shareowner with the "Shareowner System" that we offer to all Insiders who meet certain criteria,

to be part of an industry that’s shaping the future of customer experiences

competitive compensation packages,

access to many hard and soft skills pieces of training to help you improve and challenge yourself,