Prospect.io is a fast-growing startup based in Wavre, Belgium. We help 1200+ companies worldwide to grow with our sales automation platform. So far, we are a team of 13 people and we have high ambitions.

We are currently looking for a support engineer to assist our customers with their technical challenges.

You will join the company as the third member of the support team. Your 2 teammates are based in the US and Canada. In addition to second-line support requests, you will answer to priority tickets when they are offline.

Responsibilities

• Troubleshoot escalated support issues leveraging a variety of tools
• Identify, reproduce, and escalate bugs to the engineering team and come up with mitigation strategies to minimize customer impact
• Partner with our Account Executives by removing technical and business-related obstacles pre and post-sale
• Engage customers virtually (Intercom, Email and Web Meeting)
• Build tools and documentation to improve redundancy and scalability on the support team
• Aggregate and analyze member bugs/issues using internal tools, path analysis reports, and the available data, to drive fixes for key product issues.
• Write technical documentation for our client-facing knowledge base to help drive understanding and customer retention

Skills and experience

• You are a strong problem solver
• You love helping people and fixing issues as they arise
• You have a “doer” mindset
• You always try to understand how things work (especially software)
• You are comfortable with reading code
• You can handle pressure when tickets start flowing in
• You are fluent in English

Pluses

• You are fluent in French
• You contribute to open-source projects
• You have experience with Ruby
• You have experience with JS

Benefits

• A competitive salary, based on experience.
• A MacBook laptop.
• A fulfilling, challenging work experience.
• Up to 3 remote working days/week.
• An exciting job in a true startup environment.
• A great office in Wavre (15 minutes from Brussels).
• Flexible hours.
• A team retreat every year (Barcelona and Athens and Tuscany so far...).

Our values

• Customers First
• No Bullshit
• Think Outside The Box
• Make Mistakes
• Be Lazy
• Only "No Ego" Doers
• The Devil is in the Detail
• Keep It Simple
• Freedom & Responsibility
• Have Fun & Be Happy

The best way to understand our values is to check our culture deck.

Location

Minimum 2 days at our awesome office in Wavre + Remote