Technical Support Consultant

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