Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About Us
Insider One is the #1 platform that brings everything marketing and customer engagement teams need in one place so they can reach their peak potential and become unstoppable.
Our story began with six desks and a vision to create a single platform to make industry-first technologies and emerging channels accessible to marketers worldwide. Today, Insider One is powered by 1,500+ team members representing 50+ nationalities across 30+ offices. With AI at its core and an integrated Customer Data Platform (CDP), Insider One unites data, personalization, and journey orchestration across the most extensive set of natively supported channels, including WhatsApp, SMS, Email, Web, App, and Site Search.
We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 2000+ customers from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L'Oreal, Singapore Airlines, Nestl, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on.
Insider One was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world. Loved by customers, recognized by analysts, we are the only vendor recognized as the #1 leader in all the capabilities marketing and customer engagement teams need. Don't just take our word for it see for yourself. We consistently outperform and continue our leadership, and the results speak for themselves.
From day one, Insider One's mission has not only been to build a world-class product company, but also to create one of the most socially progressive technology communities in the world. Through our social responsibility initiatives like
100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 30+ countries, driving initiatives in health, education, farming, animal rights, and increasing women's representation in STEM.
Behind all these achievements is an exceptionally talented, visionary team of overachievers that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading.
First things first: What is this role about
You're probably expecting an eye-catching, mesmerizing job description that will sweep you off your feet, flavored with the coolest startup jargon. After all, we're a Sequoia-backed company, with an awarded woman CEO and a team across the globe that takes the word diversity very seriously. But that's exactly why we think that nothing says more than the real experience. We're underdogs who believe in the power of actions more than anything else. And as a customer-first company, we always walk the extra mile. So we asked our team of Technical Support Specialists (TSS) to tell us what their day-to-day is really like and, in a nutshell, this is what they told us.
Role Description
As a Technical Support Specialist, you will play a crucial role in the Partner Success Team that owns support processes with our partners using our products and services. To be successful in this role you should be an excellent communicator who also has solid problem-solving skills.
Your primary responsibility will be to support seamless experiences to our partners. Your day-to-day responsibilities will include troubleshooting technical issues, finding resolutions for partner requests, reviewing partner queries and finding creative solutions that streamline their requirements, and leveraging your knowledge to help partners get over technical struggles while expanding to the Insider platform. You will also contribute to building innovative products by advocating for partners by taking their feedback and sharing it with the Product team to improve processes and product offerings. Another important duty of yours will be meeting important SLAs like response time and the lead time for issue resolutions.
What You Will Do
- A university degree in Business, Marketing, Engineering, or related fields
- 1-2 years experience supporting a technical product, ideally in SaaS, or experience in MIS or Software Development teams
- Strong communication skills in writing (English)
- High sense of responsibility and accountability
- Ability to provide timely responses and follow up systematically
- A natural problem solver with a positive attitude and love for helping others succeed
- Good debugging/troubleshooting skills
- Knowledge of HTML, CSS, or other programming languages is a plus
What You Will Need
- A university degree in Business, Marketing, Engineering, or related fields
- To some extent, digital marketing (or related experience) in a customer-oriented position
- Show us that you've got what it takes to collaborate and build strong visionary relationships with customers, especially at the executive level. Aka, your sharp business acumen
- Solid oral and written communication abilities, with positive and energetic phone skills and exquisite listening skills. Alas, we've got clients all over the world!
- Be a self-motivated and savvy tech bug, always in search of new solutions and ideas to improve our relationship with our clients
- Cherish one of our core ethos: care. You'll need to care for our clients and make sure they feel at home with our products and our assistance
- Superior project and time management skills. A keen eye for detail is a plus!
- Passion for testing, measuring, and improving outreach and follow-up effectiveness
- The ability and flexibility to work in a fast-paced startup environment
- Solid understanding of basic web concepts and digital marketing
What We Offer
- Be part of a diverse team that's as global as it gets where every voice is heard and 50+ nationalities build together
- Level up with internal trainings covering AI fundamentals, coding, foreign languages, and a wide range of personal development skills
- Feed your curiosity with access to Spotify, LinkedIn Learning, Blinkist, MasterClass, and CloudGuru
- Become a Shareowner through our eligibility-based ESOP and own a piece of what you build
- Help build the team you want to work with and enjoy rewarding referral bonuses
- Opportunities to give back to your community through volunteering and purpose-driven social impact projects
- From global retreats to team-building activities, expect year-round events that turn into lifelong memories
- Get inspired by the greatest minds in the tech industry through events like our Tech & Dev Talks
Was this position made for you
We aren't just hiring for a position; we are hiring for a mission a mission to build a lasting legacy that will set the benchmark for the most progressive tech companies out there.
To do this, we are looking for exceptional talent to join a community of good-hearted individuals who take high ownership and are relentlessly driven to go the extra mile.
If this sounds like who you are and where you aspire to be, we are excited to meet you.
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
