All offersKrakówSupportTechnical Support Consultant
Technical Support Consultant
Support
Stonly

Technical Support Consultant

Stonly
Kraków
Type of work
Full-time
Experience
Senior
Employment Type
B2B, Permanent
Operating mode
Hybrid

Tech stack

    HTML
    advanced
    CSS
    advanced
    JavaScript
    regular
    Mobile Apps
    junior
    AI
    nice to have

Job description

Online interview
Friendly offer

About us

Stonly is an innovative SaaS platform that solves the universal need for businesses to guide customers, users, and employees more effectively.

Our modern solution enables support, product, and other teams to create interactive, step-by-step guides and deploy them everywhere they’re needed, with no code.

Founded by experienced entrepreneurs and leaders and backed by venture firms, Northzone and Accel, our team is driving explosive growth; with hundreds of customers in a wide variety of industries - SaaS, fintech, telecom, finance, and more.

We’re looking for exceptional people to join our team and contribute to our culture, embody and add to our core values, and help us grow into a category-defining product and brand.


The opportunity 

Join Stonly (stonly.com) and be an essential part of our Support team, dedicated to delivering exceptional experiences for our customers. As a Technical Consultant, you'll be the go-to expert on our platform, providing personalized support and innovative solutions for our users. With autonomy and ownership, you'll have the freedom to drive process improvements and product enhancements. Collaborating closely with other teams, you'll serve as a crucial link between our company and our customers. Join us at Stonly, where your contributions make a difference in the success of our business and the satisfaction of our customers.


Responsibilities

  • Providing comprehensive support to customers, addressing both business and product-related queries
  • Assisting customers in setting up their Stonly environment and creating initial guides
  • Analyzing user issues, resolving them when possible, and escalating complex issues to the QA/engineering team
  • Engaging directly with customers via calls to offer personalized support when needed
  • Managing the flow of support inquiries and directing them to the appropriate channels
  • Creating internal and external documentation on workarounds and tips for efficient problem-solving
  • Organizing and conducting internal product training for other Stonly team members


Skills and Experience

  • Proficiency in English is vital for managing tickets and engaging with your teammates (Stonly team members are based in Poland, France, and the US)
  • You have 2+ years of relevant experience in customer-facing roles or possess QA/frontend experience and are eager to work more directly with customers. This role offers opportunities to engage with clients while utilizing your technical expertise and problem-solving skills 
  • Working knowledge of web technologies like HTML, CSS, and JavaScript
  • Strong technical acumen, poised to master our product and serve as a knowledgeable resource
  • Enjoyment of teamwork, coupled with a passion for continuous learning and a willingness to train others, is crucial
  • Excellent communication skills to convey technical concepts effectively
  • Willingness to share ideas and provide valuable product feedback to our Product team
  • Detail-oriented approach and a curious mindset for thorough problem-solving
  • Ability to work independently and collaboratively in a fast-paced environment, prioritizing and managing multiple tasks effectively
  • You are based in Poland and willing to visit the office (Cracow), fostering a collaborative environment

* Flexibility to work outside standard hours to support US customers and colleagues would be an extra asset


Working at Stonly

  • At Stonly, we care deeply about our customers, the growth of our business, our core values, and you (career and success). We value team building, collaboration, and working with people we enjoy and who push us to become better
  • Equity options (BSPCE) are part of the compensation package
  • Private healthcare
  • Multisport
  • Flat organizational structure