Escalation Support Specialist (Tier 2)

Attention talented individual! This is not just another job posting.

This is an opportunity to challenge yourself and make your mark on the world. You’ll finally be able to contribute your skills and expertise to a company - and to a product - making a real difference in the lives of millions of people every single day.

How?

Doodle revolutionizes the way the world schedules meetings. Our suite of scheduling tools enables individuals and enterprises around the world to own their time, be more productive, and grow their businesses. We’re the industry leader in scheduling technology with 30 million monthly users, and we’re just getting started.

Now’s your chance to join 80 ambitious engineers, designers, product managers, marketers, and salespeople on a mission to make great meetings happen. Be a part of a global team headquartered in Zurich, with offices in Atlanta, New York City, Belgrade, and Berlin.

Who we’re looking for


This is a remote work opportunity is open to residents in the USA with preference for the CST and PST time zones.

As a Tier 2 Escalation Support specialist you will be a key part of Doodle's support experience at scale and provide timely and effective resolution to customer issues by applying your technical and troubleshooting skills.

You will be the crucial point of contact for escalated technical questions and requests for assistance from customers. You will work directly with the rest of the Customer Support and Customer Success teams to build out and cultivate our support operations. For this job you will need to have a strong technical capability along with a strong self-starting, dedicated mentality and the ability to maintain empathy for customers. You’re going to be dealing with complex technical issues, with the goal of turning unsatisfied customers into product evangelists. 

What the role involves
  • Helping solve escalated technical issues through email to ensure customers are successful with our products
  • Troubleshooting, investigating, and creating detailed bug reports for our Engineering team
  • Jumping on scheduled calls with customers to troubleshoot issues via zoom, as necessary
  • Identifying bugs, testing, reporting, and working with our Engineering team to assist with a fix
  • Actively collecting insights from customers and focusing on closing the communication loop by providing product feedback to the Product team
  • Providing timely updates to the Head of Support and to Product Managers regarding new trends in support issues
  • Developing and documenting best practices to enhance troubleshooting processes
  • Conversation review for other team members
Ideally you have
  • Excellent written and spoken English 
  • Very strong written communication skills and that give you the ability to explain sometimes-complex instructions coherently
  • Have a minimum of 2+ years of Technical Support and Customer Support experience
  • Have the technical understanding and ability to troubleshoot and resolve technical problems on your own
  • Have the ability to handle high volume of technical support tickets
  • Intermediate German or French proficiency (a plus but not necessary)
  • Have gained experience/proficiency in JavaScript or other coding languages

What’s awesome about working at Doodle?

  • Top talent deserves a competitive salary
  • Develop yourself and work on interesting projects in an open-minded and diverse culture
  • Every Doodler gets a yearly budget for education, conferences, and learning resources
  • Party with your colleagues at international retreats
  • Travel to some of our lovely offices worldwide.
  • Enjoy a cozy office atmosphere with plenty of plants, fresh fruits and a fridge full of drinks (beer too!)
So, get in touch!

At Doodle we are committed to providing an environment of mutual respect where equal employment opportunities (EEO) are available to all applicants and teammates without regard to race, color, disability, religion, gender, sexual orientation. Doodle embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work and our products will be. We want to hear from you, so please don’t hesitate to apply!

Or, know someone who would be a perfect fit? Let them know!

Portland


97201 Portland Directions

Perks & Benefits

Like what you've been reading so far? Here's a little peak at some of the extras...

  • Personal development

    Commitment (and budget) for further education and development. We want to make sure you're always learning something new.

  • Office life

    Friendly, talented coworkers and a fun office environment. Weekly game nights and plenty of time to hang out together. Just ask us!

  • Travel

    Exciting interoffice travel possibilities (Berlin, Zurich, Belgrade, and the USA). Visiting other Doodlers is encouraged. Even without a specific reason :)

  • Fuel

    Mate, soda, coffee, and fresh fruit. All the good things that keep a tech company running full steam.

Team & Culture

We're a tight-knit team of 70 (or so) spread out over four different countries. We’ve got our home-base in Zurich and awesome offices in Berlin, Belgrade, Atlanta, and NYC. 

We’re not a huge company so our team structure enables us to quickly implement new ideas before they get stale on the corporate ladder. Everyone here is encouraged to contribute or experiment, and if we’re in agreement about a new decision we go for it.

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