Job Description
Join us in building a world where talking to a business is as easy as talking to a friend! ✨
Bird is an AI-powered Customer Relationship Management (CRM) Platform for Marketing, Customer Service, and Payments, powering over 5 trillion annual messages across channels like Email, SMS, and WhatsApp. The impact is real – our messages reach at least 50% of the world's population yearly. If you ever ordered takeaway or purchased goods online, it’s almost guaranteed you have encountered messages through Bird’s technology.
- What’s my job title? Technical Support Engineer - Level 2
- Where in the world? You can work remotely from the Netherlands, Spain, Portugal or Lithuania.
- Working hours? For this role, you will operate within the CEST timezone.
- What language(s) will I speak? English and Local Language of Hiring (if applicable)
The Role
Our mission is to make business operations more efficient, saving time and improving experiences for the billions of people we touch. As a rapidly scaling company, we’re looking for highly skilled Tier 2 Support Agents to deliver exceptional technical support and ensure customer satisfaction as we expand globally.
As a Bird Tier 2 Support Agent, you will be responsible for providing advanced technical assistance, resolving complex issues, and leveraging AI and automation to optimize the customer experience. This role demands someone who is technically savvy, driven to solve problems, and capable of understanding intricate product issues while advocating for customer needs.
You will work closely with Engineering, Product, and other support teams to implement solutions, improve Bird’s services, and contribute to operational excellence. Every interaction should demonstrate a commitment to high-quality support, with growth opportunities earned through exceptional performance.
What you’ll do
- Advanced Technical Troubleshooting:
- Address and resolve escalated technical issues requiring in-depth analysis and expertise.
- Investigate recurring or complex problems and work with internal teams to identify long-term solutions.
- Customer Advocacy and Communication:
- Communicate effectively with customers to understand their technical needs and provide clear guidance on resolving issues.
- Advocate for customer feedback within the organization to improve products and services.
- Operational Excellence:
- Utilize AI and automation tools to enhance support efficiency and reduce response times.
- Ensure accurate documentation of technical issues, resolutions, and best practices for future reference.
- Collaboration and Knowledge Sharing:
- Partner with engineering, product, and other support teams to address technical challenges and implement fixes.
- Share knowledge and insights with peers to foster a culture of learning and continuous improvement.
- Innovation and Improvement:
- Stay updated on industry trends, new technologies, and Bird’s evolving product offerings.
- Identify opportunities for automation and process optimization to improve the customer experience.
What you’ll bring
- Strong technical troubleshooting skills and familiarity with Bird’s products and services.
- Experience dealing with complex APIs
- Experience with Datadog or similar cloud monitoring applications.
- Experience with complex integrations between platforms?
- Passion for AI, automation, and supporting customers efficiently.
- Excellent communication and customer relationship management skills.
- Ability to work independently and prioritize tasks in a fast-paced environment.
Why Bird?
- Rewarding Performance:
- At Bird, your success is recognized and rewarded. Exceptional problem solvers and customer advocates will find clear paths to growth and career advancement.
- Competitive Compensation:
- We offer a competitive salary with additional benefits, recognizing the crucial role our support team plays in ensuring customer satisfaction and operational excellence.
- Cutting-Edge Technology:
- Bird’s platform is at the forefront of communication technology, handling 5 trillion messages annually and impacting 50% of the global population. You’ll have the opportunity to work with advanced AI and automation tools to drive customer support innovation.
- Growth Opportunities:
- As Bird continues to expand, you'll have opportunities to develop your technical expertise and move into more senior roles within the support or product teams.
- Collaborative Culture:
- Bird promotes a transparent and collaborative culture, where teams across all levels work together to solve complex challenges, share knowledge, and continuously improve our products and services.
Interview Process
You apply and will hear back from us within a few days. If there’s a fit, the full process is as follows:
↳ [60 mins] Hiring Manager Interview
↳ [60 mins] Technical Assessment
↳ [24 hours] Decision
#LI-Remote #LI-AS1
What You’ll Gain
🏡Remote work environment: you’ll work from home or wherever you can focus best. All Birds are required to work from their hired country.
💰Competitive Compensation
💻Latest MacBook and generous Home Office Budget to set you up for success
💅State-of-the-art branded gear
🥳Company-wide and team events - last editions in Marbella and Bangkok!
✈️Temporary Working Abroad: 10 business days a year (in your timezone)
🌴Life Happens! We offer generous Parental, PTO, and Special Leave Policies.
🃏Joker Day! Wellness day? Party time? 1 extra day off per year, no questions asked!
🤯Learn from hundreds of the best minds in the business
💙Join a diverse team consisting of 60+ nationalities, working in over +50 countries
LIFTOFF! 🚀
Life at Bird
When joining Bird, you will work with some of the smartest, curious, and driven people you will ever meet. It’s rewarding, demanding, and exciting work, and you’ll do and learn more than you can imagine. Bird is a great fit for ambitious self-starters who have endless curiosity, work independently, and like to roll up their sleeves and get shit done!
Do you have what it takes to join Bird? 🚀
Learn more about Life at Bird and our Values: How We Work, Careers, and About Bird.
We hope you’re one of us! 💙
