US - Remote

B2B Support Engineer

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Job summary

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Founded in 2011, Cleeng is the Subscriber Retention Management® Company. Focusing on the Media & Entertainment industry, we help our clients create a long-lasting relationship with their subscribers by providing the best Direct to Co consumer operational tools as well as predictive analytics. Our solutions are used by many leading broadcasters worldwide including NFL, NHL, CHL, Big10Network, MXGP, Optus Sport & Sinclair Broadcasting Group.

Cleeng's SaaS solution is built for scalability, flexibility, robustness and innovation.Working at Cleeng is rewarding, fun and challenging. We thrive on innovation, are fast growing & generating a profitable business. Come join our team, make a real contribution, and help shape the future of video consumption.

Your Mission

As part of the Broadcaster Support Specialists Team it is your Mission to be a trusted partner of businesses, delivering exceptional technical support, to standard and customized solutions, and an outstanding customer experience. By enabling our customers to leverage technology effectively, you will aim to contribute to their growth, efficiency, and overall success.

Job summary

Key Responsibilities

  • Provide excellent support for our global customers on all customer tiers that is loved and perceived as valuable by our customers
  • Be responsible and take ownership and responsibility versus the customers
  • Comply with best-practice protocols outlined in the CS Handbook and Playbooks, which includes meticulously recording and advancing information using the suitable techstack.
  • Effectively oversee and handle the actions derived from customer interactions within Cleeng's framework in a customer centric way
  • Gather and manage feedback from customers, addressing both the inner loop (pertaining to Cleeng';s internal functions) and the outer loop (feedback provided to the customer).
  • Act as the internal advocate for customers, influencing the direction of Cleeng's product roadmap by representing their needs and preferences.
  • Provide precise scoping of customer requirements to effectively address their pain points.
  • Engage in collaborative efforts with other Cleeng teams, including Support, Product, and Sales, to ensure the optimal service and support for our customers.

Required Skills and Experience

  • 5+ years of experience working in Customer Facing technical environment preferably in technical support
  • Prior Experience with REST APIs, SQL, Database Management Tools, PHP
  • Atlassian tool suite (Jira, Zendesk, Confluence), Google suite
  • Excellent understanding and experience in practical implementation of APIs.
  • Strong understanding of work processes within a technical environment.
  • Strong analytical, troubleshooting, and problem-solving skills with attention to detail.
  • BSC or MSC in Computer Science or equivalent experience


What do we offer?

  • Good salary package
  • Flexible working hours and form of employment;
  • Possibility to work 100% remotely;
  • 100 % paid sick leave within the agreed limits;
  • Events, celebrations
  • Work with an international team of well - rounded experts in Amsterdam (HQ), Poznan, Manila, NYC. 16 nationalities and counting!
  • Work on unique, market-leading, SaaS products, with clients all over the world, from New Zealand, Japan, Europe, US, and Latam;
  • Work closely with people who value diversity, hard work, friendly relationships and love their jobs, and get all together to the next level!

They trust our expertise in the industry

We help leading subscription businesses build longer lasting relationships with their customers. So they grow faster, and we do too.

There are lots of reasons to work here

Multicultural Experience

Immerse yourself in a culture full of diversity. Travel the world to work face-to-face with your colleagues and enjoy the ride!

Best Equipment

Within the possible limits you have a possibility to choose type of pc/laptop you want to work on.

Annual Retreats

Every year employees gather together to integrate and celebrate another amazing year at Cleeng.

Play the video and get to know us

Join a community of professionals who push each other to strive for success, while enjoying what they do.

80+

Employees

10+

Years on the market

13+

Nationalities

For the Job that becomes Career

Are you interested?

Contact us