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Technical Support Manager

 

justtrack is a B2B SaaS platform for marketing automation, user analytics, and attribution in a pre-market phase with exceptionally high growth potential.
As a Technical Support Engineer for justtrack, you will serve as the first point of contact for both existing and prospective external stakeholders: our customers and partners. Your main objective will be to ensure that any technical and non-technical inquiry is addressed promptly and that our external stakeholders feel supported. Your role involves facilitating smooth communication between external stakeholders and internal cross-functional teams. You will drive business critical tasks in a dynamic and supportive environment.

What you will do:

  • Respond promptly and effectively to customer inquiries, providing technical support.
  • Utilize your technical knowledge to troubleshoot issues, offer solutions, and provide recommendations to customers by deep-diving into our product and business.
  • Collect and forward customer feedback, requirements, and technical issues to the appropriate internal teams, facilitating timely resolutions.
  • Build strong relationships with customers and partners, understanding their needs.
  • Identify areas for process improvement and collaborate with internal teams to implement solutions that enhance customer satisfaction and efficiency. Among other things, this includes improving the processes for gathering requirements and receiving inquiries.
  • Maintain records of customer interactions, technical issues, and resolutions.

Who you are:

  • You bring at least 2 years of professional experience in Customer Support or Account Management.
  • You have experience in working with APIs, databases, and ideally SDKs and logging tools (e.g. Kibana) as well as AWS tech-stack (e.g. Athena)
  • You are capable of managing multiple tasks and prioritizing effectively in a fast-paced environment.
  • You have strong communication and interpersonal skills that help you understand and manage stakeholder needs as well as maintain sustainable robust relationships.
  • You are comfortable with working in an international working environment and your English skills are excellent, both written and spoken.
  • If you have worked with SaaS/B2B products in the past or have knowledge of mobile marketing and analytics (e.g., tracking, attribution) is a plus. Alternatively, a strong willingness to dive deep into Adtech is highly valued.

What we have to offer:

  • Learn from experienced product managers while already working in a key position
  • Work-Life Package: 2 remote days per week, 30 vacation days, 3 weeks per year of remote work, flexible working hours, dog-friendly kick-ass office in the center of the city.
  • Relocation Package: Visa & legal support, relocation bonus, reimbursement of German Classes costs, and more.
  • Happy Belly Package: Monthly company lunch, tons of free snacks and drinks, free breakfast & fresh delicious pastries every Monday
  • Physical & Mental Health Package: In-house gym with a personal trainer, various classes like Yoga with expert teachers & free of charge access to our EAP (Employee Assistance Program) to support your mental health and well-being
  • Activity Package: Regular team and company events, and hackathons.
  • Education Package: Opportunities to boost your professional development with courses and training directly connected to your career goals
  • Wealth building: virtual stock options (VSOP) for all our regular employees
Our mission is to create an inspiring work environment for amazing people achieving extraordinary things. Be part of it!
Skip writing cover letters. Tell us about your most passionate personal project, your desired salary and your earliest possible start date. We are looking forward to your application!
We welcome applications from people who will contribute to the diversity of our company.