As a Tier 2 Product Support Specialist at Similarweb, your primary responsibilities include providing high-quality support to customers primarily through email, acting as a point of escalation for Tier 1 inquiries, and collaborating with teams to resolve product bugs. You will also need to acquire extensive product knowledge and assist both customers and colleagues in joining the dots with complex questions.

The Tier 2 Product Support role at Similarweb is critical in ensuring that customers receive personalized assistance that resolves their inquiries effectively. By acting as the first point of contact and providing expert support, you play a vital role in building trust and satisfaction, showcasing Similarweb's commitment to its users.

To apply for the Tier 2 Product Support position at Similarweb, candidates should have at least 1 year of customer-facing experience and practical knowledge of SaaS or digital marketing. Familiarity with SQL, RESTful APIs, and support ticketing systems like Salesforce or JIRA will greatly benefit ideal applicants.

A typical workday for a Tier 2 Product Support Specialist at Similarweb involves responding to customer inquiries primarily through email, troubleshooting complex issues, collaborating with internal teams, and providing feedback to product management. This diverse role promises engaging interactions as you help customers navigate the Similarweb platform.

At Similarweb, you'll find a culture that values innovation and community. With a hybrid work model, an energizing office space in Prague, and a focus on employee well-being, it's a fantastic environment for a Tier 2 Product Support Specialist who wants to thrive in their career while contributing to groundbreaking digital intelligence.

Absolutely! Similarweb fosters an environment of growth, offering resources such as personalized coaching and Career Week events. If you're looking to advance in your career or transition to different departments, you'll find ample opportunities to craft the career path you've envisioned.

As a Tier 2 Product Support Specialist at Similarweb, you'll utilize various tools including ticketing systems like Zendesk or JIRA, along with SQL for analyzing data issues and RESTful APIs for troubleshooting product inquiries. Familiarity with these tools will enhance your ability to provide superior support to our customers.

When faced with a customer inquiry that cannot be resolved immediately, it’s essential to acknowledge the customer’s concern, assure them that their issue is a priority, and provide a timeline for follow-up. This transparency builds trust and demonstrates your commitment to customer satisfaction, aligning with Similarweb's values.

Sharing a specific example is key here. Highlight a situation where you actively listened to the customer's concerns, empathized with their situation, and worked through the issue collaboratively, ultimately leading to a positive resolution. This showcases your problem-solving and communication skills—critical for a Tier 2 Product Support Specialist at Similarweb.

To stay updated with product knowledge, I regularly review product documentation, participate in team meetings, and proactively engage with internal resources such as training sessions. This continuous learning is vital to providing accurate customer support and ensuring that I can assist Similarweb users effectively.

Prioritizing support tickets involves assessing the severity of each issue, considering factors like customer impact and the urgency of the problem. I would categorize tickets and communicate with the team, ensuring that critical issues are addressed promptly while keeping customers informed about the status of their inquiries.

I am excited about the opportunity to work at Similarweb because of its reputation for innovation and commitment to customer success. Being part of a company that values collaboration and encourages learning resonates with my own professional values, making the Tier 2 Product Support Specialist role an ideal fit for me.

In my previous roles, I have used SQL to query databases for troubleshooting and analyzing discrepancies. I understand the importance of data integrity and use it to resolve complex customer inquiries effectively, which aligns perfectly with the demands of the Tier 2 Product Support role at Similarweb.

I have experience using RESTful APIs to integrate and troubleshoot services. My familiarity with tools such as Postman allows me to efficiently test API endpoints, diagnose issues, and offer solutions to customers, ensuring seamless interactions with Similarweb's platform.

To ensure excellent customer service, I believe in active listening, empathy, and thorough follow-up. By understanding the customer's perspective and providing timely responses, I can foster a positive experience that reflects Similarweb's commitment to customer care.

I value open communication and constructive feedback when collaborating with cross-functional teams. By establishing rapport and sharing insights, I ensure that we can collectively address issues and improve the product experience for users, which is essential for a Tier 2 Product Support Specialist at Similarweb.

When providing feedback to the product team, I focus on specific examples from customer interactions, emphasizing recurring issues or requests. This data-driven approach helps the product team make informed decisions and prioritize enhancements that will improve user satisfaction at Similarweb.