About The Team

This role is opening up as we’re looking to gain someone curious about Miro from a technical perspective. At Miro, we’re a diverse team that takes pride in offering our customers a product, experience, andsupport. This person will be working with the entire globalsupportorg. gaining skills in troubleshooting, technical expertise, problem-solving, and effective communication by phone,chat, and tickets.

About The Role

Our TechnicalSupportEngineers are a mix of technical mentor, problem solver, and peer collaborator. This person must be someone who is able to handle complex scenarios, come join the MiroSupportteam!

The teams that could add value to this team are Sales, Success, Marketing, etc. The reason is that this teams all know a bit about customers and could offer expertise and cross-collaboration!

What You’ll Do

A TSE is responsible for managing and handling tickets in their backlog and meeting productivity and performance metrics
Engage with customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Address and handle escalated tickets
Skills in the analysis of logs, troubleshooting, and investigation with internal tools such as Kibana and Snowflake
Diagnose and troubleshoot technical issues, including account setup, network configuration, etc.

What You’ll Need

3+ years of Customer Support experience in a Technical role using some type of ticketing system like Zendesk.
Experience taking ownership of customer issues reported and seeing problems through to resolution. Experience communicating with customers via phone, email, live chat, or in person
A track-record of researching, diagnosing, troubleshooting, and identifying solutions to resolve system and/or configuration issues.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Experience with issue-tracking systems like JIRA to escalate and track internal issues such as bug fixes and feature requests.
Saas prioritization and identify how to handle complex cases.
Expertise in how to read and review logs from app servers, .har files to troubleshoot
Use of internal tools or database queries to assist in finding a solution or pinpointing a bug a customer is experiencing
Helping customers with issues related to the company's products or services

What's In It For You

401k matching + Competitive equity package
Excellent Medical, Dental and Vision health benefits
Fertility & Family Forming Benefits
Flexible time off
Lunch, snacks and drinks provided in the office
Wellbeing benefit and WFH equipment allowance
Annual learning and development allowance to grow your skills and career
Up to $2,000 of charitable donation matches each year

About Miro

Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 60M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,800 employees in 12 hubs around the world.

We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you!

Check Out More About Life At Miro

Youtube: https://www.youtube.com/@lifeatmiro
Blog: https://miro.com/careers/life-at-miro/all/
Instagram: https://www.instagram.com/mirohq/

At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission —Empower teams to create the next big thing— is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams.Diversityinvites all talent with different demography, identities and stylesto step in, andinclusioninvites them to stepcloser together.Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.

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