Parloa

Technical Support Engineer

Parloa

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Tech Stack

JavaScriptTypeScript

About the role

  • 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

Requirements

  • 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
Benefits
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingroot cause analysisAPIsdebugging toolsJavaScriptTypeScript
Soft Skills
collaborationsupportive mindsetcommunicationadaptabilityproblem-solving