Customer Support Engineer (Remote)

About adhese

adhese builds smart adtech solutions for a cookieless future from its offices in Ghent (Belgium) and Wroclaw (Poland). The adhese platform enables media owners to monetize their media inventory and first-party data, and facilitates advertisers to reach their audiences efficiently in a simple way.

The company is growing steadily and is seeking to strengthen its Wroclaw team with several experienced software engineers with independent status (B2B).

As a Customer Support Engineer you are part of our Support team, that ensures customer satisfaction by onboarding and training customers, addressing inquiries, resolving issues, and providing guidance to the users of our cutting-edge AdTech platform.

Your primary responsibilities include delivering bespoke user assistance, and analysing and resolving various issues, conducting customer trainings, and facilitating effective communication between customers and internal teams. You collaborate closely with counterparts and stakeholders across our Support, Technology and Product teams.

Responsibilities and deliverables

• User Support: respond to various customer queries, concerns, and issues related to our AdTech platform. Offer assistance in navigating and using the software effectively.

• Issue Resolution: investigate and troubleshoot various issues reported by customers. Identify complex technical issues (e.g. software bugs) and transfer to the Technical Support Engineer.

• Communication: serve as a communication bridge between customers and internal teams, conveying customer feedback, feature requests, and concerns to relevant stakeholders. Provide updates to customers on the status of reported issues and upcoming improvements.

• Product Knowledge: develop and maintain a deep understanding of our AdTech platform features and capabilities. Stay abreast on industry trends to effectively support customers.

• Documentation: create and maintain comprehensive documentation, including FAQs, guides, and troubleshoot resources, to help customers find solutions independently.

• Product Training: conduct onboarding and training sessions with customers to ensure effective use of the platform. Share best practices and provide tips for specific use cases. Collaborate with the Training team to develop and update training materials.

• Continuous Improvement: gather and analyse customer feedback to identify areas for improvement. Collaborate with the Product team to convey customer needs, usage patterns and preferences for future software updates.

• Agility: follow agile and lean ways of working with focus on continuous improvement and effective change facilitation, closely aligned with your team and stakeholders. Our key values are Alignment, Transparency, Respect, and Relentless Improvement.

• Experience as a Customer Service Agent in a technology or software-related industry.

• Familiarity with AdTech platforms and the digital advertising ecosystem is a plus.

• Outstanding verbal and written communication skills in English; Dutch skills are a plus.

• Strong problem-solving skills with a logical and analytical mindset.

• Knowledge of HTML/CSS, JavaScript, XML/JSON, Bash or browser console is a plus.

• Ability to conduct trainings and to contribute to the development of training materials.

• Ability to work independently as well as collaboratively with cross-functional teams.

• Passion for delivering exceptional customer service and commitment to customer satisfaction

• Capable and motivated to maintain comprehensive documentation.

• Ability to adapt to evolving technologies and customer needs.

• Motivated to work from our offices in Wroclaw two days per week.

Our offer

• Join a fast-moving and growing international business.

• Have significant impact, with ample room for initiative.

• Be part of an experienced team that blends hard work with fun.

• Balance life and work with flexible hours and structural remote work.

• Count on an open-ended, full-time B2B contract, with a competitive day rate in line with your seniority.