Technical Support Engineer (EMEA)

Job Description

We seek a Technical Support Engineer to join our team and deliver excellent service for a leading global SaaS company with millions of users. You will engage with customers, both technical and non-technical, on a personal level. Familiarity with key languages like JavaScript, Node.js, and PHP is highly valued. Don’t hesitate to apply even if you don’t meet all the requirements – we welcome applicants from diverse backgrounds, including those without customer-facing experience.
What You’ll Do

Becoming a technical expert on the Postman platform
Taking ownership of customer reported issues and seeing problems through to resolution
Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
Working with engineering, product, and customer teams to ensure speedy resolution
Streamline process, run experiments, build/maintain internal tools, build proofs-of-concepts for users
Contributing to our FAQs, which serve as our customer’s knowledge base
Interacting with Postman’s developer community of 15 million+ via our support channels, our public Github issue tracker and the community
Achieving key metrics around CSAT, responsiveness, and # of iterations to a successful resolution

About You

2+ years of experience doing technical product support for a modern / SaaS product
Previous experience with API Development / SaaS products
Excellent client-facing skills
Excellent written and verbal communication skills
Very comfortable with technical concepts, great analytical skills, and can explain how Postman works to a range of audiences
Familiarity with software products in general, basics of networking, fundamentals of REST APIs, and how the web works
Able to work asynchronously with a globally-distributed team
Familiarity with support platforms like Jira, Github, and Confluence

Our Values
At Postman, we create with the same curiosity that we see in our users. We value transparency & honest communication about not only successes, but also failures. In our work, we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can.
What Else?
Postman has an informal and fun working team environment. We believe in a hybrid workplace, and although this role is remote, there will be opportunities for you to meet and collaborate with teammates from around the globe. We offer a competitive salary and equity package, comprehensive medical, dental, and vision insurance, and cool perks. Our employees enjoy unlimited PTO because we believe everyone should take the time off needed to refresh, relax, and reflect. Our wellness program offers fitness-related reimbursements, a meal stipend, home office set-up reimbursement, internet reimbursement, book reimbursements for professional development,  and a training platform for continued learning and education for personal growth. Also, our donation-matching program can support causes you care about. We’re creating a long-term company, and we want you to be part of it. Join us and become a Postmanaut.
Equal Opportunity
Postman is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Postman does not accept unsolicited headhunter and agency resumes. Postman will not pay fees to any third-party agency or company that does not have a signed agreement with Postman.