Engineer 2, Excellence in Operations
NBCUniversal
FirewallsSwitching
Support Operations Specialist – Product & Technical Escalations, German/French
Bumble Inc.
full-time
Posted on:
Location Type: Hybrid
Location: Austin • Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $58,000 - $61,000 per year
Job Level
JuniorMid-Level
About the role
- Manage Tier 2 (T2) product and technical escalations with accuracy, empathy, and efficiency.
- Troubleshoot issues, investigate bugs, and communicate updates clearly to members and internal stakeholders.
- Collaborate closely with Product and Engineering teams to drive bug fixes and feature improvements.
- Identify recurring technical pain points and propose improvements to support tools and workflows.
- Maintain deep awareness of product features, launches, and experiments to provide informed, up-to-date support.
- Contribute to internal knowledge-sharing, SOPs, and training resources.
- Support process refinement and pilot projects that enhance the overall support experience.
Requirements
- 2+ years of experience in customer service, support operations, or escalation management.
- Proven experience handling technical or product-related escalations in a digital or SaaS environment.
- Fluency in English and German or French (additional fluency in Spanish or Portuguese is a plus).
- Proficiency with Zendesk and familiarity with JIRA or similar case management tools.
- Excellent written and verbal communication skills — able to simplify technical issues for non-technical audiences.
- Strong analytical and troubleshooting abilities, with comfort navigating ambiguity.
- Experience working in a fast-paced, global, or startup environment.
- Passion for Bumble’s mission and values, and empathy for our diverse member community.
Benefits
- Maven Fertility
- We offer a $10,000 lifetime benefit opportunity to all employees and their partners around the world. This benefit can be used to support your reproductive journey - from abortion care and related travel costs to fertility treatment, egg-freezing, adoption, surrogacy, and more.
- Family & compassionate paid leave
- Family leave to support you and your loved ones when needed (including victims of domestic abuse or violent crime).
- 26 weeks parental leave
- 26 weeks paid leave for the primary caregiver following the birth, adoption, surrogacy or foster care of a child. The secondary caregiver will also receive 26 weeks paid leave after 1 year of employment.
- Unlimited paid time off
- Take the time you need when you need it.
- Company-wide week off
- Once a year, we have a company-wide week off (some teams need to continue working, and they will be offered alternative time off instead).
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingbug investigationescalation managementsupport operationsprocess refinementfeature improvementsknowledge-sharingSOPsanalytical skillstechnical support
Soft skills
empathycommunication skillscollaborationproblem-solvingadaptabilitycustomer serviceattention to detailteamworktime managementpassion for mission
