Support Engineer

About airSlate: Powering Digital Transformation Globally

Join airSlate, a global leader in SaaS dedicated to revolutionizing workflow automation. Our journey began in Boston in 2008 with a bold vision, growing exponentially into a tech enterprise boasting over 900 talented team members across six international hubs. Reaching Unicorn status with a $1.25 billion valuation in 2022 was a significant milestone, yet our people remain our most cherished asset. We cultivate an environment where innovation thrives and individuals are excited to contribute.

We develop award-winning solutions for Workflow Automation, Electronic Signature, and Document Management, trusted by over 100 million users worldwide. Our product suite, including signNow, pdfFiller, DocHub, WorkFlow, and Instapage, empowers organizations to digitally transform operations, enhancing efficiency and productivity.

Your Opportunity: Become a Support Engineer

Are you ready for a role that breaks the mold of routine? As a Support Engineer at airSlate, you’ll dive into technically complex challenges and engage in creative problem-solving daily. Our Support team is uniquely integrated with the Product and Engineering teams, giving you the powerful opportunity to serve as the voice of the customer and directly influence product development. Operating with the agility of an internal startup, this role offers exceptional flexibility and vast potential for professional growth.

What You’ll Be Doing

As a key member of our customer-facing team, you will:

• Be the frontline expert, resolving a diverse range of support issues presented through ticketing systems and chat, providing timely and effective technical support.
• Engage directly with clients via platforms like Zoom for in-depth problem resolution and product demonstrations.
• Collaborate closely with our Engineering team to diagnose and solve client issues, ensuring feedback and insights are relayed to drive product improvements.
• Champion customer needs by analyzing enhancement requests, defining requirements, and escalating them strategically to the Product team.
• Build enduring, trusting relationships with our customers through proactive and clear communication, ensuring their satisfaction with our suite of products and services.
• Leverage your business acumen to understand customer processes, consulting them on the most efficient ways to implement and optimize airSlate’s workflow automation solutions.
• Go the extra mile to understand and support our customers, ensuring their success and a positive experience with airSlate.

What We’re Looking For

We’re seeking a motivated individual with a passion for technology and customer success:

• Minimum of 1+ year of experience in a Support Engineer, Support Specialist, or Solution Engineer role, preferably within an IT or SaaS company.
• A genuine passion for helping others and a strong commitment to delivering outstanding customer service, always acting as an advocate for the user.
• Exceptional analytical and problem-solving skills, capable of efficiently troubleshooting and identifying the root cause of complex issues.
• Fluent English with excellent grammar, oral, and written communication abilities.
• Strong overall communication and interpersonal skills, building rapport effortlessly.
• Solid business acumen – the ability to quickly grasp a customer’s core business problem, propose effective solutions, and translate user needs into valuable feedback for internal teams.
• Nimble learning skills and the capacity to understand intricate technical concepts, translating them into simple, actionable language for customers.
• Flexibility in work hours to effectively support our customers across different time zones, particularly the US market.

Having administrative knowledge of Salesforce or other CRM systems is a significant advantage.

Beyond the Role: What We Offer You

At airSlate, we believe in supporting our team members’ growth and well-being:

• Flexible Work Environment: While we value in-office collaboration in Wroclaw or Bialystok, we offer flexible work arrangements, including remote or hybrid options, along with flexible scheduling to support your work-life balance.
• Competitive Compensation & Performance Bonuses: Receive a competitive base salary plus a performance-based quarterly bonus that rewards your dedication and achievements.
• Stock Option Plan: We view our team members as partners. Our stock option program allows you to share directly in airSlate’s financial success and future growth.
• Extensive Professional Development: We invest in your learning journey. Access support for professional courses, industry conferences, relevant literature, English language classes, and more.
• Health & Well-being: Your health is a priority. Benefit from comprehensive Luxmed medical coverage, a Multisport card, access to office amenities like a massage room, free lunches, healthy snacks, and dedicated Mental Health Days for rest and rejuvenation.
• Open Communication Culture: We foster transparency at all levels. Feel empowered to share your ideas and feedback directly with management, leadership, or even the CEO.

Our Culture: Impactful Initiatives & Community Spirit

We’re proud of the positive impact we make, both through our products and our actions:

• airSlate Care for Ukraine: A core part of our culture, this initiative provides vital financial, logistical, and humanitarian aid to our team members and their families in Ukraine, along with broader support for affected communities. We actively match team member donations and support various charitable efforts on the ground.
• airSlate Junior Club: We support our team members’ families by offering engaging events and activities for children, fostering a strong sense of community and connection.

Join a motivated, diverse team environment where you can perform work that truly makes a difference and that you can be proud of.

Equal Employment Opportunity

It is airSlate’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. airSlate’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. airSlate is pleased to provide such assistance and no applicant will be penalised as a result of such a request. Pursuant to relevant law, where applicable, airSlate will consider for employment qualified applicants with arrest and conviction records.

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