At EdgeTier, we empower customer care teams by seamlessly combining AI, automation, and human expertise. Our award-winning technology enables some of the world’s most innovative companies to deliver exceptional customer service while gaining deeper insights into their customers.
We’re on a mission to revolutionise customer service by embedding AI into every interaction, creating seamless and impactful experiences. Our cutting-edge solutions help high-volume B2C brands transform customer experiences by analysing and optimising every touchpoint.
This is an incredible opportunity, and we’d love for you to join us on this journey!
If you're passionate about supporting customers and have a strong background in coding, your next great role might be a Customer Support Engineer at EdgeTier. This exciting role will see the successful candidate working with EdgeTier's customers to triage the source of their issues before engaging the relevant technical team.
This role will operate on a hybrid basis and is based out of our head office in Dublin city centre.
As the new Customer Support Engineer at EdgeTier, you'll support our customers in their seamless use of our platform by troubleshooting, investigating, and providing technical advice when issues occur.
Manage internal and external communications regarding customers facing technical difficulties.
Troubleshoot technical difficulties with the customer and conclude the nature of the issue.
Submit internal support tickets with your findings.
Meet with customers to complete a live troubleshooting and discovery session when it is necessary.
Report on recurring issues and general trends.
Create and develop a troubleshooting library to speed up response time to future similar issues.
40% - Troubleshooting and investigating issues.
You're an individual who can read code, you don't need to be able to write it but you do need to be able to understand it well enough to identify and pinpoint customer issues. You'll also need at least 2 years of experience resolving customer issues. To be successful in this role you will have:
Knowledge of IT/SaaS tools as well as SaaS tech jargon.
Experience with ticketing systems, eg Jira (We use Linear as our ticketing system).
At EdgeTier, we’re passionate about building a team of high performers who believe in our mission. Guided by our four core values, we ensure these principles shape everything we do, including how we grow our team.
Take ownership of your work and do it with integrity and to the best of your ability. Be honest about the challenges faced and tackle them head-on. Whether we win or lose, we learn and grow as a team.
We focus on delivering real value to our customers. Our products are built to help them succeed, and we work to ensure it does. Solving problems and making things easier for our customers is at the core of everything we do.
We’re always learning and improving, whether it’s getting better at what we do, learning something new, or making our products even better, we’re always pushing ourselves to embrace the challenge and get out of our comfort zone.
We’re passionate about what we do, but we also know how to have the craic. Being sound means respecting each other and creating a space where everyone can be themselves and enjoy coming to work.
Be part of an Irish company that's innovating and revolutionising the customer service industry!
We're humble but have won lots of awards. #11 in Deloitte's Technology Fast 50, Sifted Europe's Fastest-Growing Startups, Wired Europe's Hottest Startups, Technology Innovation of the Year, + many more!
Everyone at EdgeTier shares in the success. We offer generous share options, and a bonus structure to round out each compensation package.
Keep Growing budget of €2,000 annually to spend on your professional growth and learning.
Enjoy your time outside of work with 23 days of annual leave in addition to annual company shut-down days, a fully paid sabbatical after 4 years of service, and increasing leave entitlements with continued tenure.
We invest in your health & wellbeing with health insurance, a bike-to-work scheme, and future security with a company-matched pension plan (for Ireland-based employees).
We mean business when it comes to having the craic. Join us for our legendary company get-togethers and off-sites!
EdgeTier provides a safe environment that encourages personal and professional growth, nurtures trust, facilitates the development of new values, and fosters long-lasting connections. We take great pride in being an Equal Employment Opportunity employer at EdgeTier. We are committed to a discrimination-free workplace and do not engage in employment discrimination based on race, religion, colour, national origin, ancestry, membership in the travelling community, physical disability, mental disability, medical condition, marital status, gender, gender identity, age, sexual orientation, or any other protected status. This policy encompasses all aspects of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.
Agencies: Please note that we have an internal sourcing model, and do not require agency assistance. Unsolicited CVs will not be accepted.
Please ensure that you regularly check the email address that you provide during the application process for any updates from potential employers. Your application status, interview invitations, or job offers will be sent via email. Respond promptly to maintain your candidacy.