Persona is the company top startups use to hire people from all around the world. Our vision is a future where each person can find the best role for them and companies can discover the world's best talent. Founded by two Stanford University graduates, Persona works with the world's fastest-growing technology startups. Our clients are funded by some of the world's top investors, like Founders Fund, Sequoia Capital, and Andreessen Horowitz.
Persona is a talent agency that recruits, trains, and staffs talented remote professionals such as yourself. This is an opportunity to work closely with the future Googles, Facebooks, and Amazons of the worldbuilding out their organizations and helping them reach the next level of success.
We support everyone we hire with training, mentoring, and technology resources so they are enabled to do their best and are as happy as possible in their roles. We have a large international team dedicated to supporting and taking care of new Persona team members, and our goal is to provide excellent long-term career opportunities for everyone who joins the team.
Who We Are:
The Persona team is made up of motivated, hard-working people spanning the globe, united by a culture of learning and continuous improvement. We are a team of passionate problem solvers who love to build new things and ensure client satisfaction.
What We're Looking For:
We're looking for a skilled Technical Support Engineer to join one of our clients! You should have strong technical expertise, excellent communication skills, and a proactive approach to troubleshooting. We're looking for someone who can efficiently resolve customer issues, work seamlessly with both technical and non-technical users, and ensure a smooth and satisfying support experience.
Your role will involve diagnosing and solving software configuration issues, guiding customers through product use, and escalating complex problems to the engineering team. We value individuals who are detail-oriented, adaptable, and eager to learn.
If you're passionate about customer success and technology, we encourage you to apply!
Responsibilities:
- Serve as the first point of contact for customers, providing timely and effective support via chat, email, and other channels.
- Troubleshoot and resolve technical issues, particularly with product configurations and integrations, using cutting-edge AI tools.
- Communicate technical information clearly to both technical and non-technical users, ensuring customer satisfaction and understanding.
- Collaborate with the engineering and product teams to escalate and resolve complex, high-impact issues.
- Help customers optimize their use of our platform by understanding their business needs and guiding them through best practices.
- Document resolutions and contribute to the improvement of internal knowledge bases and FAQs.
- Continuously improve support processes by identifying bottlenecks and opportunities for automation or enhancement.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related technical field is preferred.
- 2+ years of technical support or IT experience, with a proven track record of resolving customer issues.
- Experience with SaaS platforms, AI-powered systems, or cloud-based applications.
- Familiarity with troubleshooting SaaS platforms, API integrations, and cloud-based environments.
- A solid understanding of AI technology or a willingness to learn and embrace new innovations.
- Proficiency in diagnosing issues across a range of software and configurations.
- Strong interpersonal skills, with an ability to manage customer relationships under pressure.
- Strong written and verbal communication skills to effectively explain technical concepts to users with varying technical backgrounds.
- A customer-centric mindset: you listen attentively, empathize with customer challenges, and communicate solutions clearly and patiently.
- Fully fluent in English.
- Ability to commit long-term and full-time.
- Ability to work within EST (Eastern Time) or PHT (Philippines Time) business hours.
Nice to Have:
- Experience with support platforms (e.g., Zendesk, Jira, or similar ticketing systems).
- Familiarity with AI and automation technologies or an eagerness to learn.
- Experience in a fast-paced startup environment.
What We Offer:
- Best salaries in the industry
- Permanent ability to work from anywhere in the world
- Opportunities for growth and advancement
- A fast-paced and collaborative environment
- Warm and friendly company culture
- Full benefits
Benefits at Persona:
- Health insurance subsidy
- Unlimited paid time off (paid sick and vacation leaves)
- Annual bonuses based on performance
- Monthly tech allowance
- Opportunity to be paid in your currency of choice
- Others depending on seniority
