Technical Support Engineer - #2128358

About Staffbase

We inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication. Our award-winning communications channels - intranet, employee app and email - deliver experiences that drive engagement and inspire hearts and minds.

We're headquartered in Chemnitz, Germany, with offices in many locations throughout the world, including New York, London, Berlin and Dresden. Our international team counts more than 750 employees from 45+ nationalities and we have a growing base of 2200+ customers that want to transform their employee experience. We are rapidly scaling, post-Series E ($115 million funding), have strong-growing revenue, and our customers love us.

We are looking for a technically skilled individual with a strong development background, specializing in integrations, to provide exceptional support to our customers. This role will emphasize utilizing development expertise, particularly with iPaaS (Integration Platform as a Service) tools, to build and maintain integrations and plugins. You will ensure Staffbase customers receive top-tier technical support, enhance product functionality, and solve complex integration challenges. Your focus will be on understanding customer needs and delivering effective technical solutions through support and development.

What you'll be doing

• Act as a key member of the Customer Care team, leveraging your strong development background and expertise in software development, integrations, Enterprise Architecture, security, and specifically, iPaaS tools
• Play a critical role in assisting customers as a product expert with a strategic and development-oriented mindset and high customer-service orientation
• Be responsible for supporting customers with complex integrations, including utilizing iPaaS platforms to connect key production systems like Microsoft, SAP, Workday, Okta, ADP, etc.
• Develop and maintain seamless integrations with other systems and apps, including identity management, SaaS products, and internal systems using iPaaS solutions
• Advise customers on best practices for leveraging Staffbase APIs, SDKs, and iPaaS tools to create custom integrations and plugins that fulfill their use cases
• Provide in-depth technical guidance, develop integration solutions, and create comprehensive documentation for customers, focusing on iPaaS implementations
• Take ownership of support tickets related to integrations and plugins, using your development skills to diagnose and resolve issues through all process stages
• Take ownership of high-priority customer integration issues, utilizing a problem-solving and development approach to ensure excellent service
• Assist internal and external technical teams in developing and troubleshooting integrations and plugins
• Work closely with the after-sales department to develop and implement optimal integration setups for customer needs
• Support Technical Architects with project-driven development of technical offerings, particularly regarding iPaaS implementations and custom plugin development
• Improve internal processes with a focus on development efficiency, especially in creating and managing integrations and plugins
• Participate in product discussions, providing insights from a customer and developer perspective, particularly on integration and plugin capabilities
  
  

What you need to be successful

• You enjoy strategically working with clients and possess a strong interest in development and integration technologies
• Outstanding German and English written and verbal communication skills, with the ability to discuss technical customer resources in-depth and explain development and technical concepts
• Excellent presentation skills for presenting business-oriented solutions and advanced technical development concepts
• Experience working directly with Sales and Success teams, Consultants, and System Integrators on development-related tasks
• A degree in Computer Science, Software Engineering, or a related field
• At least 2+ years of previous technical support, development, professional services, or engineering experience
• Strong knowledge of web design with front-end technologies such as HTML/CSS/JavaScript
• Ability to deal with pressure – must be able to work under pressure and meet deadlines in a fast-paced development environment
• Ability to prioritize and manage time – customer integration issues might affect their whole platform availability and need prompt development and action
• Broad knowledge of web development and programming languages like TypeScript, Java, PHP, NodeJS, etc.
• Experience with common development frameworks like Bootstrap, React, Express.js, etc.
• Significant experience with common concepts/integrations of enterprise-grade technologies, like Single Sign-on, Active Directory, SAML, OIDC, SCIM, APIs
• Comfort using the command line and application logs to narrow down issues with technical integrations on either side
• Experience with enterprise software is a plus: SAP, Workday, Okta, ADP, HRIS, etc.
• Experience with iPaaS development is a plus
• Knowledge about security and compliance topics in a SaaS environment is a plus
  
  

What you'll get

• Competitive Compensation - we offer attractive salary packages including a Long-Term Incentive Plan
• Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of €1560
• Growth Budget - all employees get a yearly budget for external training of €1000, and one day off for growth per year (increase to two days in 2nd year)
• Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
• Wellbeing - Monthly Wellbeing Allowance €35, from fitness to mental health, hobbies to relaxation
• Support - we're offering a company pension scheme
• Sports & Health - join our sport courses in the offices. The offices are equipped with fruits, drinks and snacks
• Team Building - Regular team and office events including the yearly Staffbase Camp
• Volunteers Day - you'll get one day off per year for supporting a social project
• Employee Referral Program - one of your friends is a fit to one of our full-time openings? Refer them and get a referral bonus paid