Support Specialist (remote)

This is a full-time, 100% remote role. Due to some reasons this role is EU/Europe only unless you are a GREAT fit. You want to know more about the bigger picture behind the hiring? Check out this article and the general hiring page.

Through passion, DevOps expertise and opinionated cloud platforms (based on Kubernetes) we accelerate an increasing number of SaaS customers and their development teams. The typical customer size is anywhere between 2 to 40 developers. We are their trusted DevOps team and have long-term cooperations with our customers.

We work closely and on daily basis with the developers and CTO's of our customers. Customers tell us the personal and human approach in daily communications really makes a difference. Due to an increasing customer base we have more conversations to manage. To support that, we are looking to grow the Customer Success circle (more about that below) with a Support Specialist.

Are you a great technical communicator looking for a new challenge?

What does your job look like?

You build working relationships with key people in your customers, like developers and CTO's. Most conversations will start with you, the liaison between them and us. They rely on you to help get their things done.

You help your contacts out with (simple) support questions and support other circles in Skyscrapers to get stuff done for your customers. You coordinate the flow of work between them and us, supported by tools like Slack, GitHub issues and Zoom calls (keep that human touch going!).

While being sensitive to their needs, situation and expectations you also pick up on larger projects, new opportunities and expectations. Together with the Customer Success Manager you make sure there is a plan in taking these further.

What we’d love about you

  • Be an emphatic communicator and good listener
  • Well organised and able to keep multiple conversations going
  • Have a natural tendency to want to help people
  • You have a technological basis related to SaaS, web applications, DevOps, AWS/Azure/Google and/or full-stack development is definitely a plus

Like with all Skyscrapers, we expect:

  • Respect, honesty and transparency are important values to us
  • Excellent writing skills, both for documents and in communication
  • To be professional and ready to take responsibility wherever needed
  • Open mindset and willing to give AND receive feedback
  • A mindset of continuous improvement: for yourself as a person and for the team your work in

Compensation

We all say money doesn’t make us happy, but it sure is something we need to get right and feel happy with. Only then can we do what we love and grow. We believe compensation should be an open discussion. Internally we are fully transparent, also on pay. We’ll be very open with you as well. We hope the same from you. That way we can explore this together. Our starting point is our current compensation model that we’ll share with you.

That being said, for this role we're looking at a yearly compensation of between € 25K and € 65K (depending on contract type, location and level within the team).

The Customer Success Circle

The people in this circle build and maintain a working relationship with our customers and understand their context to allow us to successfully use everything Skyscrapers has to offer. You'll have have full authority over all (technical) customer interactions, relationship management (technical/operational) and customer operations.

Together with the Expert Circle and Platform Circle this circle forms what constitutes our DevOps-as-a-Service offering, beloved by our customers.

You can find more on the background of this structure here.

Want to know more?

  • Check out this blog article that came with this job post for more context.
  • For information on working at Skyscrapers, benefits, hiring process, etc check out the hiring page.
  • Want to know how we make our customer feel? Check out our customers’ praise page.

You think we are the right fit for you? Great, the next step is easy ... apply below!