Technical Support Engineer, Miro
+ Equity
2-5 days a week in office
Visual workspace for innovation.
Be an early applicant
Visual workspace for innovation.
1001+ employees
Be an early applicant
+ Equity
2-5 days a week in office
1001+ employees
Company mission
To empower teams to create the next big thing.
Role
Who you are
- This role is opening up as we’re looking to gain someone curious about Miro from a technical perspective
- This person must be someone who is able to handle complex scenarios
- 3+ years of Customer Support experience in a Technical role using some type of ticketing system like Zendesk
- Experience taking ownership of customer issues reported and seeing problems through to resolution. Experience communicating with customers via phone, email, live chat, or in person
- A track-record of researching, diagnosing, troubleshooting, and identifying solutions to resolve system and/or configuration issues
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Experience with issue-tracking systems like JIRA to escalate and track internal issues such as bug fixes and feature requests
- Saas prioritization and identify how to handle complex cases
- Expertise in how to read and review logs from app servers, .har files to troubleshoot
- Use of internal tools or database queries to assist in finding a solution or pinpointing a bug a customer is experiencing
- Helping customers with issues related to the company's products or services
What the job involves
- This person will be working with the entire global support org. gaining skills in troubleshooting, technical expertise, problem-solving, and effective communication by phone, chat, and tickets
- A TSE is responsible for managing and handling tickets in their backlog and meeting productivity and performance metrics
- Engage with customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Address and handle escalated tickets
- Skills in the analysis of logs, troubleshooting, and investigation with internal tools such as Kibana and Snowflake
- Diagnose and troubleshoot technical issues, including account setup, network configuration, etc
Our take
Millions of employees worldwide have moved to remote working, but existing tools are holding back the potential for collaboration. Tools such as Zoom and Microsoft Teams already provide remote communication platforms to millions of users, but they generally compromise on features required to emulate the team collaboration experience.
Miro has created a platform that provides enterprise tools such as collaborative whiteboards and mind-map software into an accessible and integrated service. As opposed to providing an 'all-in-one' add on, Miro allows businesses to customize and integrate the tools and resources within their individual platform to cater to the team's specific requirements.
Miro’s initial strategy of offering free and discounted subscriptions and then moving to paid models has paid off. The platform currently has over 35 million users and is trusted by enterprises such as VMware, Zendesk and Frog. As part of its ongoing battle with Zoom, Miro acquired video-chat startup Around in 2022, to remain competitive in the market.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 4 rounds)
Jan 2022
$400m
SERIES C
Apr 2020
$50m
SERIES B
Total funding: $476.8m
Company benefits
- Excellent Medical, Dental + Vision health benefits
- 401k matching + Stock options
- Free lunches + Office snacks
- Be a part of a culture of learning that will take your professional growth to another level with collaborative + thoughtful team members
- Distributed team across offices globally
Company values
- Play as a team to win the world - We work, learn, and celebrate in collaboration rather than alone.
- Focus on impact and make it happen - We dream big, prioritize outcomes that matter most, and own our commitments.
- Learn, grow and Drive change - We reflect openly on our successes and failures and apply learnings for our work, team, and self-development.
- Practice empathy to gain insight - We look from the perspectives of customers, users, and each other, to deepen understanding.
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
Andrey Khusid
(CEO)Prior to Miro, they founded Vitamin Group specialising in digital technologies and multimedia projects.
Oleg Shardin
(Board Member)They have a Master's degree in Strategic Management. They founded the Vitamin Group in 2005 prior to founding Miro. Initially served as COO for Miro.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at Miro
Isabelle Kappetein (Diversity and Inclusion Specialist )
- We are very proud of our 12 Employee Resource Groups. These Mironeer-led spaces help foster a diverse, inclusive workplace, that’s aligned with our values and our collaborative mindsets. With over 100 nationalities represented working from 12 hubs in 8 different countries, our global community flows beyond borders.
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