Technical Support Engineer NYC

Job description

Staffbase is an enterprise SaaS platform that helps HR and Communication leaders to transform their organizations into places where people feel connected and proud to come to work. Staffbase is the first employee experience platform to let employers and employees connect authentically, right through their mobile phone.


Headquartered in Chemnitz, Germany, Staffbase is a global company with  offices in Dresden, Cologne, Amsterdam, New York - and now also London! Our international team of more than 130 happy employees from 16 nationalities serve a rapidly expanding portfolio of customers who want to revolutionize  the employee experience. Founded 4 years ago, we have strong-growing revenue, and our customers love us.

The role:

We are growing our Customer Success department, which includes Customer Care Agents, Customer Success Managers, Technical Support Engineers and Frontend Developers. We are looking for an additional Technical Support Engineer who will play the key role in engaging and helping the customers with all upcoming technical issues together with your colleagues of the department.

Your tasks include:

  • Work closely with our customers after-sales department to find the best setup for our customer needs

  • Provide in-detail 2nd level technical support by solving tickets and be responsible for research and development of resolutions to unknown issues
  • Take ownership of support tickets and be responsible for funneling them through all process stages until a resolution has been reached
  • Oversee and support technical implementation tasks of our internal Customer Success team

  • Consult customers regarding our APIs, architecture recommendations and implementation approaches

  • Reactively assist internal and external technical teams and evaluate issues to avoid and reduce problem occurrence

  • Play a key role helping our customers as a product expert with a strategic mind and high customer-service orientation

  • Develop partnership and be the main point of contact for customers in case of integration, technical solutions or security questions

  • Take ownership of high priority customer issues and ensure excellent service by using problem solving approach


  • Excellent communication skills and enjoyment in working with customers directly
  • Ability to understand technical concepts and effectively communicate them to non-technical people
  • Expertise with web development, preferably knowledge with HTML/CSS and at least one programming language like JavaScript, Java, PHP, NodeJS
  • Comfort using the command line or application logs to narrow down issues with technical integrations on either side
  • Experience with enterprise software and common concepts/integrations is a plus: SAP, Workday, Single Sign-on, Active Directory, etc.
  • Knowledge about security and compliance topics in a SaaS environment is a plus