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.
- Methodology: We operate in a high-velocity, customer-centric environment. We move fast, but we prioritize quality and "personalized" service over scripted responses.
- What Sets Us Apart: Unlike traditional "call center" support, Wrike Support Engineers are treated as product experts. You are encouraged to dive deep into the technical weeds and have a seat at the table with our Engineering teams to drive real change.
Why Join Wrike?
- 18 calendar days of paid vacation (12 days of National & Festival holidays (10 fixed, 2 flexible))
- Sick Leave Compensation (5 Paid Uncertified Sick Days)
- Menstrual Leave: Twelve (12) days per calendar year. Women employees are eligible for up to 1 day of menstrual leave per month.
- Parental Leave: 26 Weeks Maternity / 4 Week Paternity
- 2 Volunteer Days
- Group Medical Insurance (Employees + Dependents)
- Term Life Insurance (Rs 50,00,000)
- Personal Accident Insurance (Rs 50,00,000)
- Monthly Broadband / Internet Reimbursement (INR 1500)
- Hybrid Working Model + Complimentary Lunch & Snacks
Your recruitment buddy will be Nandini Singh, Senior Recruiter.
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