YOUR MISSION:
As a Technical Support Engineer at Parloa, you will play a key role in delivering exceptional customer experiences. As a vital link between our customers and our Conversational AI platform, you will help resolve technical issues, troubleshoot problems, and provide clear, solution-oriented guidance.
Our mission is to deliver empathetic and passionate customer service, aiming to exceed expectations by anticipating needs and offering proactive solutions. In this role, you will help educate our users and unlock the full potential of Parloa.
IN THIS ROLE YOU WILL:
- Analyze and promptly respond to customer queries related to the Parloa platform
- Develop deep expertise in our systems and evolve into an “Agent Builder”
- Collaborate closely with cross-functional teams, including Customer Success, Product, and Engineering, as well as external partners
- Take ownership of technical issues, drive them to resolution, and know when to involve senior engineers or product owners
- Proactively suggest improvements to elevate the overall customer experience
- Contribute to shaping and improving customer support processes within Parloa
- Help create and maintain runbooks, documentation, and best practices
- Collect structured feedback from customers and share insights with Product and Engineering
WHAT YOU BRING TO THE TABLE:
- 2–4 years of experience in a customer-facing technical support or similar role, ideally in the tech or SaaS environment
- Strong collaboration skills and a supportive mindset toward teammates
- Proven ability to troubleshoot technical problems, identify root causes, and communicate solutions clearly
- Ability to thrive in a fast-paced and sometimes ambiguous environment, with a willingness to learn quickly and adapt to product changes
- Experience with ticketing and CRM tools
- Excellent communication skills in both written and spoken form, with the ability to tailor your message to technical and non-technical audiences
- Basic working knowledge of APIs, using logs, and debugging tools
- Nice to have: Basic understanding of JavaScript and/or TypeScript
WHAT'S IN IT FOR YOU?
- Global Collaboration: Work closely with a supportive, international team in Berlin and New York City, helping to shape our global technical support strategy.
- Flexible Work Environment: Enjoy a hybrid work model that offers the freedom to work remotely, with opportunities to collaborate in person at our London co-working space.
- Attractive Compensation Package: Competitive salary, equity options, and a performance-based bonus structure that rewards your contributions.
- Professional Growth: Dedicated budget for training, conferences, and professional development to support your career progression.
- Work-Life Balance: Benefit from flexible working hours, 28 days of vacation, and the opportunity to work from anywhere (workation).
- Supportive Team Culture: Join a dynamic, diverse, and inclusive team with flat hierarchies. Enjoy regular social events, a collaborative work environment, and office perks like snacks and refreshments.
Your recruiting process at Parloa:
Recruiter video call → Meet your manager → Technical Interview → Bar Raiser Interview
