Support Specialist, EMEA at Highspot
London, GB
About Highspot

Highspot helps sales teams improve customer conversations and achieve their revenue goals. From content optimization and performance analytics to in-context training, guided selling, and more, the Highspot platform delivers enterprise-ready features in a modern design that sales reps and marketers love. Using Highspot, marketing leaders have deep insights and analytics into the performance and influenced revenue of content, campaigns, and marketing assets.  What makes the solution special? It’s loved by sales reps globally, and is the #1 rated sales enablement platform on G2 Crowd.
 
We are committed to diversity as both a moral and practical necessity. Highspot actively builds diverse teams where people of all identities and backgrounds are welcomed, included, and respected. We work to help close the gender gap, and to actively recruit people from underrepresented groups. We aim to build an inclusive workforce. If you’re passionate about this role, but do not meet 100% of the qualifications listed below, we still encourage you to apply.
 
About the Role

In this role, you will be joining the Customer Services team, where you will represent the company as you work with customers to support and optimise their Highspot experience. You will play a key role in building an effective customer facing Highspot team along with Account Managers and Service Executives, responsible for sustaining customer and partner relationships, while driving the adoption of Highspot within the customer’s organisation and ensuring that customers get the full benefits of using our platform.  This role will serve as the technical liaison between Services and Products, serving as the voice of the customer to make our product better.

What You'll Do

        The Highspot Support Engineer contributes to the mission of the company by:
        Know your customers, understand their challenges and work with them to find solutions to their technical issues.  Your goal is to provide value to customers quickly and seamlessly and ensure every Highspot experience is a positive one.
        Serving as the technical subject matter expert on complex integration projects with customer systems such as Content Management Systems (Google drive, OneDrive, Sharepoint etc.), CRM and Social Selling platforms.
        Act as a liaison between customers and engineering, when necessary, to resolve challenging technical issues faced by our customers.  Advocate for your customer and effectively manage expectations throughout support engagements by owning the issue.
        Respond to customer support requests in a timely and impactful way.
        Invent ways to evolve our product to make it better and build tools or solutions that address customer needs.
        Stay in close touch with customers as any issues and challenges are resolved, communicating clearly and often about the progress and the resolution.

Your Background

        Technical:
        3+ years experience with enterprise systems and system integrations
        Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols
        Experience with network tracing
        Experience with Mac, Windows, iOS, and Androids platforms
        Business:
        3+ years customer facing experience
        Proven ability to troubleshoot and identify the root causes in complex enterprise systems
        Demonstrated proficiency in creative problem solving

Benefits

• Full medical, dental, and vision benefits
• Flexible work and holiday schedules
• Competitive compensation
• Company social events throughout the year
• Open and spacious office, based in Chancery Lane
• Meaningfully contribute to a compelling vision
• An environment that enables you to do your best work
 
Equal Opportunity Statement

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.