About Us  

Similarweb is the leading digital intelligence platform used by over 3,500 global customers. Our wide range of solutions powers the digital strategies of companies like Google, eBay, & Adidas. We help our customers succeed in todays digital world by providing data-driven insights, competitive benchmarks, strategic analysis, & more. In 2021, we went public on the New York Stock Exchange, & we havent stopped growing since!

Were looking for a Technical Support Specialist to become a product expert, assist our customers with various inquiries, & strengthen our relationships with our customers & users. This role reports to the Product Support Team Manager - Tier 2.

Why is this role important at Similarweb?

The Product Support Specialist acts as the first line of contact for all of our users & plays a critical role in building trust in our brand, services, & products. 

The Support Team is often the first point of contact for new users, giving us a unique opportunity to make their first experience with Similarweb amazing!

So, what will you be doing all day?

As part of the Product Support team, your daily responsibilities may include:

• Providing high-quality, personalized support to our customers primarily through email, & fostering strong customer relationships.
• Supporting Similarweb employees by addressing any questions or issues with Similarweb products.
• Acting as an escalation point for our Tier 2 team for bugs, data inquiries, & advanced product questions.
• Becoming an expert in all Similarweb products, enabling you to address general product education inquiries.
• Collaborating with Product & R&D teams to resolve bugs & handle escalations, making prioritization decisions when multiple issues arise.
• Acquiring advanced knowledge of our data methodology to effectively manage complex data questions.
• Offering feedback to our Product team by sharing insights that could enhance customer experience & suggesting new product functionalities.

This is the perfect job for someone who:

• Has at least 1 year of customer-facing experience (account management, client onboarding, customer support, or similar roles).
• Has at least 1 year of experience working directly with software (SaaS preferred) or in the digital marketing field
• Has SQL knowledge to query & analyze data discrepancies for efficient issue resolution.
• Is experienced with RESTful APIs & tools like Postman, with the ability to troubleshoot & perform API testing to diagnose customer issues effectively.
• Is a native-level English & exceptional verbal & written communication skills
• Is internet & tech savvy
• Has critical thinking & problem solving skills
• Demonstrate professionalism, & strong ability to work in a team environment
• Is highly service-oriented with customer-facing skills
• Has data analysis skills

Its a plus if you are someone who:

• Is experienced with Salesforce, JIRA, Zendesk or other support ticketing systems
• Has experience working in a DaaS company
• Has a strong understanding of the digital marketing space

Why Join Us?

• Impact: Work with the most powerful digital intelligence platform in the world, loved by both customers & employees.
• Innovation: We encourage open dialogue & empower employees to bring their ideas to the table, fostering meaningful change within the organization.
• Hybrid Work Model: Enjoy the best of both worlds with our hybrid work model - 3 days in our vibrant office & 2 days working remotely.
• Our Office: Step into our brand new, modern office located in the dynamic DOCK IN area (Prague 8). Fully equipped with stand desks, comfortable chairs & monitors, plus drinks, snacks , & fruits . Designed to inspire focus & collaboration, with space for social activities & recreation.
• Comprehensive Benefits: Your well-being is a priority! We provide 5 weeks of vacation, an extra day off on your birthday month, competitive compensation, & much more !
• State-of-the-art Tech Stack: We adopt innovation using the latest technologies & the best hardware (latest, most powerful MacBook Pro M3).
• Team Events: At Similarweb, we believe in community power. We organize team-building events, parties, & company events multiple times a year, plus weekly lunches or happy hours .
• Access to Equity Programs: Share in Similarweb's success by becoming a shareholder in the company.
• Career Growth: Interested in becoming a VP or transitioning to a different department? With Career Week, personalized coaching, & ongoing learning solutions, you have all the tools & opportunities to develop your career here.

Apply today & be a key player in Similarwebs data journey!

#LI-Hybrid