Customer Support Engineer

About The Role:

As a Customer Support Engineer, you will be responsible for providing functional and technical support to troubleshoot, document, and resolve issues for Stackline customers using our software tools. This role acts as a subject matter expert on Stackline's suite of products and services to address internal and external requests to ensure a high level of customer satisfaction. Customer Support Engineers will work cross-functionally with other Stackline teams such as Product Development, Sales, and Marketing as needed.

This is a full-time position with a hybrid in-office policy (4 days/week in office) based in downtown London

What You Will Do:

• Provide subject matter expertise internally and externally on Stackline's SaaS platforms and services.
• Responsible for promptly and effectively addressing customer inquiries, issues, and requests via various channels such as email, chat, or phone. Ensure accurate information is provided to clients, troubleshoot problems, and offer solutions.
• Provide technical support to customers through guided setup and installation processes, resolving software bugs, and troubleshooting errors.
• Write and maintain scripts to automate recurring support tasks, diagnose issues, and streamline internal workflows. Build lightweight tools and utilities to improve support efficiency and reduce manual effort.
• Investigate technical issues by querying databases, reviewing logs, and reproducing customer-reported problems to identify root causes.
• Contribute to creating and updating knowledge base articles, FAQs, and other self-help resources. Assist in documenting common issues, troubleshooting steps, and best practices to enable customers to find solutions independently.
• Facilitate collaboration with other teams, such as Product Development, Sales, and Marketing, to address customer needs effectively. Relay customer feedback, provide input for product improvement, and coordinate with the relevant teams to resolve complex issues.
• Adhere to terms of Service Level Agreements (SLAs) such as response or resolution time. Demonstrate the ability to prioritize and manage their workload effectively to meet these service-level expectations.

Who We Are Looking For:

• Prior experience in a product support or technical support role working with enterprise customers.
• Comfortable writing scripts and automating tasks (e.g., Python, SQL, or similar); no formal computer science background required.
• Ability to query databases and interpret logs to diagnose technical issues.
• CRM and Microsoft Suite experience.
• Excellent verbal and written communication skills with the ability to communicate complex issues clearly and effectively.
• Works well in a team environment and independently.
• Strong analytical, decision-making, and troubleshooting skills.
• Ability to work in a fast-paced and dynamic environment and manage multiple priorities at the same time.
• Demonstrated commitment to customer service.