Technical Support Specialist

Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
We are Insider, the fastest-growing global MarTech scale-up and the #1 AI-native Customer Experience and Marketing platform trusted by enterprise brands worldwide. Our story began with six desks and a vision to create a single platform to make industry-first CX technologies and emerging channels accessible to marketers worldwide. Today, with 1500+ teammates across 50+ nationalities, we continue to push the boundaries of what's possible in CX. Our architecture brings together unified customer data, advanced journey orchestration, and comprehensive AI capabilities by seamlessly blending predictive, generative, and agentic AI into a single customer engagement platform that empowers teams to activate customer engagement across 12+ channels.
We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L'Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on.
Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, achieving $200M in CARR (Committed Annual Recurring Revenue). According to Gartner, we are the dominant leader in Multichannel Marketing. Don't just take our word for it — see for yourself. We consistently outperform and continue our leadership, and the results speak for themselves.
From day one, Insider's mission has not been only to build a world-class product company, but also to create one of the most socially progressive technology communities in the world. Through our corporate social responsibility initiatives like 100 Social Responsibility Projects, AI Training for Teachers, Code Academy,SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 27+ countries, driving initiatives in health, education, farming, animal rights, and increasing women's representation in STEM.
Behind all these achievements is an exceptionally talented, visionary team of overachievers across 27+ countries that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading.

First things first: What is this role about?
You're probably expecting an eye-catching, mesmerizing job description that will sweep you off your feet, flavored 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 that 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 Specialist, you will play a crucial role in the Partner Success Team that owns support processes with our partners using our products and services. To be successful in this role you should be an excellent communicator who also has solid problem-solving skills
Your primary responsibility will be to support seamless experiences to 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 get over 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. Job Description

• A university degree in Business, Marketing, Engineering, or related fields
• 1-2 years experience supporting a technical product, ideally in SaaS, or experience in MIS or Software Development teams
• Strong communication skills in writing (English)
• 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
• Knowledge of HTML, CSS, or other programming languages is a plus

What we expect from you.

• A university degree in Business, Marketing, Engineering, or related fields
• To some extent, digital marketing (or related experience) in a customer-oriented position
• Show us that "you've got what it takes" to collaborate and build strong visionary relationships with customers, especially at the executive level. Aka, your sharp business acumen
• Solid oral and written communication abilities, with positive and energetic phone skills and exquisite listening skills. Alas, we've got clients all over the world
• Be a self-motivated and savvy tech bug, always in search of new solutions and ideas to improve our relationship with our clients
• Cherish one of our core ethos: care. You'll need to care for our clients and make sure they feel at home with our products and our assistance
• Superior project and time management skills. A keen eye for detail is a plus
• Passion for testing, measuring, and improving outreach and follow-up effectiveness
• The ability and flexibility to work in a fast-paced startup environment
• Solid understanding of basic web concepts and digital marketing

Hold on Life's a two-way road Here's what you'll enjoy while spending time with us (perks, anyone?)

• Mens sana in corpore sano You'll enjoy delicious and healthy lunches, dinners, and afternoon snacks. Plus coffee and tea are handy
• We offer many hard and soft skills training to help you improve and challenge yourself. You'll have access to Udemy's business plan, where you can choose over 10,000 courses to satisfy your hunger for knowledge.
• You'll have space to share your skills and even deliver training and workshops if you wish. Sharing is caring
• We'll provide you with a paid Spotify account subscription, so you can cozy up in your headsets cocoon whenever you want
• 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. Still not sure? Just ask Google.
• Occasional TGIF happy hours

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.
Please follow Insider on LinkedIn, Instagram, Youtube, and Medium We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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