Technical Support Engineer

As a Technical Support Engineer at Wrike, you are the frontline champion for our users. You’ll serve as a critical bridge between our complex collaborative work management platform and the customers who rely on it to run their businesses. Your mission is to provide an effortless, high-touch support experience that ensures every user can unlock the full potential of Wrike without friction.

• Empower Customers: Resolve a diverse range of inquiries from product "how-tos" to complex technical troubleshooting across email, chat, and phone.
• Drive Technical Resolution: Collaborate directly with Engineering and Product teams to identify, document, and resolve software bugs and technical hurdles.
• Advocate for Excellence: Act as the voice of the customer internally, identifying trends in user pain points to help influence our product roadmap.
• Knowledge Sharing: Educate both customers and internal teammates, contributing to a culture of continuous learning and operational efficiency.

• Experience: 3+ years of hands-on technical or functional product support experience, specifically within the SaaS industry.
• Communication: Professional English proficiency (C1+ Business minimum) with the ability to explain complex concepts clearly and empathetically.
• Technical Literacy: Strong background in computing (Mac & PC), networking, web-browser troubleshooting, firewalls, and proxy servers.
• Problem Solving: Exceptional critical thinking skills with a proven ability to troubleshoot sophisticated problems in a fast-paced, changing environment.
• Availability: Must be able to work the following IST hours:
• Summer: 9:30 – 18:00
• Winter: 10:30 – 19:00
• Education: A University Degree or equivalent broad theoretical knowledge.

• High Emotional Intelligence: The ability to build genuine rapport and maintain empathy even under high-pressure or "exciting" circumstances.
• Data-Driven Mindset: You excel in a metrics-oriented environment and use data to prioritize your workflow.
• Proactive Ownership: You don't just close tickets; you identify underlying issues and take the initiative to suggest internal process improvements.
• Meticulous Organization: A natural ability to keep track of various small and large tasks without letting anything slip through the cracks.

You will join Wrike Support, a distributed, multinational team of industry experts. We are a vital arm of the Client Success Organization, working hand-in-hand with Sales, Operations, and Engineering. Our culture is built on trust, lightning-fast response times, and a shared goal of maintaining our 9+/10 Customer Satisfaction rate. You’ll report to a Support Manager who values autonomy, constant learning, and collaborative problem-solving.

• The Stack: We live in Zendesk for ticket management and use Wrike (of course!) to manage our internal projects and collaboration.
• Methodology: We operate in a high-velocity, customer-centric environment. We move fast, but we prioritize quality and "personalized" service over scripted responses.
• What Sets Us Apart: Unlike traditional "call center" support, Wrike Support Engineers are treated as product experts. You are encouraged to dive deep into the technical weeds and have a seat at the table with our Engineering teams to drive real change.

We believe in ownership at all levels of the organization, by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.