Technical Support Engineer - Taiwan

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

Hi there! We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are connecting data across channels, predicting future behavior with AI, and individualizing experiences from a single platform with the fastest time to value.

We announced that we unlocked our unicorn status after our Series D round. We are backed by top-notch investors including Sequoia Capital, QIA, Riverwood, Endeavor Catalyst and trusted by 1000+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Singapore Airlines, Virgin, Nestle, Nissan, Samsung, Lenovo, Puma, MediaMarkt, IKEA, Allianz, Santander, Dominos, Avon, CNN, and the list goes on.

We are the #1 Leader everywhere! We are recognized as a leader in The Forrester Wave™ for Cross-Channel Campaign Management in Q3, 2021. We are also named a leader in 2021 Gartner® Magic Quadrant™ for Personalization Engines. But wait, there is more. For 21 quarters in a row, we’ve been ranked as a leader in G2 Mobile Marketing, Personalization, Customer Data Platform, and Customer Journey Analytics Grids.

We are also proud to become one of the very few female-led B2B SaaS unicorns in the world.

Behind all these achievements, there is an exceptionally talented and passionate team across 28 countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us in this journey, just keep reading.

What is this role about?

You’re probably expecting an eye-catching, mesmerizing job description that will sweep you off your feet, flavoured with the coolest startup jargon. After all, we’re a Sequoia-backed company, with an awarded woman CEO and a team across the globe that takes the word “diversity” very seriously. But that’s exactly why we think nothing says more than the real experience. We’re underdogs who believe in the power of actions more than anything else. And as a customer-first company, we always walk the extra mile. So we asked our team of Technical Support Specialists (TSS) to tell us what their day-to-day is really like and, in a nutshell, this is what they told us.

Role Description

As a Technical Support Engineer, you will play a crucial role in the Operational Excellence Team that owns support processes with our partners using our products and services. To succeed in this role you should be an excellent communicator with solid problem-solving skills.         

Your primary responsibility will be to support seamless experiences for our partners. Your day-to-day responsibilities will include troubleshooting technical issues, finding resolutions for partner requests, reviewing partner queries and finding creative solutions that streamline their requirements, and leveraging your knowledge to help partners overcome technical struggles while expanding to the Insider platform. You will also contribute to building innovative products by advocating for partners by taking their feedback and sharing it with the Product team to improve processes and product offerings. Another important duty of yours will be meeting important SLAs like response time and the lead time for issue resolutions.

What we expect from you?

• 3+ years of experience supporting a technical product, ideally in SaaS, or experience in MIS or Software Development teams
• Strong communication skills in writing (English)
• Knowledge of JavaScript, HTML, CSS, or other programming languages
• High sense of responsibility and accountability
• Ability to provide timely responses and follow up systematically
• A natural problem solver with a positive attitude and love for helping others succeed
• Good debugging/troubleshooting skills
• Located in Taipei, Taiwan

• We offer many hard and soft skills training to help you improve and challenge yourself. You’ll have access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
• You’ll have space to share your skills through training and workshops if you wish. Sharing is caring!
• We’ll provide you with a paid Spotify account subscription,
• You’ll have a chance to work in an international, diverse, and inclusive environment
• You’ll be part of an industry that’s shaping the future of customer experiences.

Was this position made for you?

So let’s talk! We’re curious bugs and can’t wait to get to know you.

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

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