Technical Support Engineer

About the Role:

As a Technical Support Engineer at Wrike, you are the frontline champion for our users. You’ll serve as a critical bridge between our complex collaborative work management platform and the customers who rely on it to run their businesses. Your mission is to provide an effortless, high-touch support experience that ensures every user can unlock the full potential of Wrike without friction.

Your Impact:

• Empower Customers: Resolve a diverse range of inquiries from product "how-tos" to complex technical troubleshooting across email, chat, and phone.
• Drive Technical Resolution: Collaborate directly with Engineering and Product teams to identify, document, and resolve software bugs and technical hurdles.
• Advocate for Excellence: Act as the voice of the customer internally, identifying trends in user pain points to help influence our product roadmap.
• Knowledge Sharing: Educate both customers and internal teammates, contributing to a culture of continuous learning and operational efficiency.

Your Qualifications:

• Experience: 3+ years of hands-on technical or functional product support experience, specifically within the SaaS industry.
• Communication: Professional English proficiency (C1+ Business minimum) with the ability to explain complex concepts clearly and empathetically.
• Technical Literacy: Strong background in computing (Mac & PC), networking, web-browser troubleshooting, firewalls, and proxy servers.
• Problem Solving: Exceptional critical thinking skills with a proven ability to troubleshoot sophisticated problems in a fast-paced, changing environment.
• Availability: Must be able to work the following IST hours:
• Summer: 9:30 – 18:00
• Winter: 10:30 – 19:00
• Education: A University Degree or equivalent broad theoretical knowledge.

Standout Qualities:

• High Emotional Intelligence: The ability to build genuine rapport and maintain empathy even under high-pressure or "exciting" circumstances.
• Data-Driven Mindset: You excel in a metrics-oriented environment and use data to prioritize your workflow.
• Proactive Ownership: You don't just close tickets; you identify underlying issues and take the initiative to suggest internal process improvements.
• Meticulous Organization: A natural ability to keep track of various small and large tasks without letting anything slip through the cracks.

Team Dynamics:

You will join Wrike Support, a distributed, multinational team of industry experts. We are a vital arm of the Client Success Organization, working hand-in-hand with Sales, Operations, and Engineering. Our culture is built on trust, lightning-fast response times, and a shared goal of maintaining our 9+/10 Customer Satisfaction rate. You’ll report to a Support Manager who values autonomy, constant learning, and collaborative problem-solving.

Our Work Style:

• The Stack: We live in Zendesk for ticket management and use Wrike (of course!) to manage our internal projects and collaboration.