Technical Support Engineer

4 weeks ago

Copenhagen, Copenhagen, Denmark Templafy Full time

Copenhagen

About us:
Templafy is the next gen document generation platform that automates all document creation across organizations. Our platform eliminates manual document work allowing companies to drive governance, efficiency and ultimately business results. Templafy supports millions of users and enables over 800 enterprise customers such as KPMG, IKEA, BDO and more.

Founded in Copenhagen, Denmark, in 2014, Templafy's success is built by our 60+ employee nationalities found at offices around the world. We believe when people feel they belong, have a voice, and feel heard, they are happier and perform better, and that way, everyone wins. Our innovation, diversity, and unique product have raised over 200 million in funding from Insight Venture Partners, Seed Capital, Dawn Capital, Damgaard Company and Golub Capital.

What we're looking for:
We are looking for a Technical Support Engineer to join our already skilled global team of Technical Support Engineers.

As a Technical Support Engineer, you will be responsible for providing daily enterprise support to our customers, partners and colleagues via support tickets, screen sharing, and email. You will serve as an escalation point in support, troubleshooting highly complex issues and taking ownership of technical escalations, ensuring effective and efficient resolution without delay.

You will work closely but not exclusively with the customer organization, product managers, and engineers, ensuring the effective resolution of reported technical issues, and escalations.

Besides a strong technical foundation, you will need to communicate well, both written and verbally, operate independently, and work well in the intersection between Customer Support and Technology. To ensure support continuity, you may also be required to participate in on-call rotations to cover out-of-hours support.

You will be able to contribute with ideas, initiatives, and best practices to ensure the continued effectiveness and success of the support function with business requirements in mind as we continue to grow.

The role will expose you to SaaS technologies and environments in addition to growth opportunities personally as well as professionally.

Responsibilities:

  • Daily enterprise support to our customers, partners, and colleagues, ensuring SLAs are met or exceeded.
  • Escalation point for colleagues and support cases that require additional attention.
  • Incident handling in collaboration with site reliability engineers.
  • Documenting re-occurring issues in the form of articles, ensuring continued, effective, and responsive support.
  • Proactively contribute to the support team, shaping support procedures and new ways of working.
  • Participate in on-call rotations to cover out-of-hours support.

Requirements:

  • Academic background in Computer Science, Information Technology, or related field.
  • 2-5 years of relevant work experience (Enterprise SaaS, for example).
  • Understanding or experience in SSO technologies, MSI package installation, deployment via SCCM/Intune, Citrix/virtual machine environments, Public API and integrations, VSTO add-in and Web add-in, network analysis, and the use of developer tools.
  • Confidently navigate Windows and Mac operating systems where Microsoft Office is installed.
  • Great service-minded approach, with a positive mindset and a default customer-centric way of operating.
  • Possesses a keen eye for detail, exhibits flexibility, and works effectively within group settings.
  • Skilled in identifying and solving problems promptly, providing a positive and high-quality experience for customers.
  • Proficiency in English is required; additional language skills are valued.

Beneficial:

  • Understanding HTML, XML, JS, C#, log files.
  • Certification or theoretical understanding of Microsoft Azure.
  • Certification or theoretical understanding in ITIL, ITSM.
  • Knowledge of software development and working within Azure DevOps.

Support software stack:
Below are some of the software and environments used in support:

Zendesk Support and Knowledge, Salesforce, Slack, Zoom, Snagit, Microsoft Office and Sharepoint, Microsoft Hyper-V, Microsoft Azure DevOps, Microsoft Azure for testing, PagerDuty.

Templafy is a workplace of belongingness. To us this means that you have a voice, you dare to speak up, and your voice is heard. We focus on offering an environment that allows all employees to feel that they belong regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or other status.

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