Persona (www.withpersona.com) is a leader in the identity space that helps businesses verify their users to fight fraud, stay compliant, and build trust. For example, Coursera uses Persona to ensure the right person is earning each degree, Door Dash verifies couriers and anyone ordering alcohol, and Lime verifies riders’ ages before allowing them to rent an electric scooter or bike.
Founded in 2018 and headquartered in San Francisco, Persona is a fast-growing business backed by top VC firms, including Index Ventures, Coatue, and Founders Fund. We're thrilled to be expanding our team in Dublin, Ireland!
About the role
Here at Persona, we hold ourselves to high standards for how we interact with our customer organizations - large and small. As a Customer Support engineer, you will be on the front lines supporting Persona’s customers at each stage of their engagement and making sure they have a world-class customer experience.
Your day-to-day will include onboarding new customers, triaging and resolving customer issues, answering complex product-related questions, making product recommendations, troubleshooting, escalating technical issues for customer engineering, directing customers to relevant documentation, contributing to documentation, guides and other resources, and implementing processes to improve efficiency of support.
This is a highly cross-functional role. You will work closely with solutions engineering, customer success, product and marketing to collect and synthesize customer feedback that will directly impact Persona's product roadmap.
What You’ll Do

• Be the point of contact for the support needs of emerging customers, resolving customer questions and issues at various stages of their lifecycle post-close, ensuring a timely and accurate response to unblock customers
• Effectively and quickly resolve customer issues through email / Zendesk and Slack; triage and escalate technical issues as needed
• Understand Persona’s product and platform deeply and be able to troubleshoot issues, educate customers, and make recommendations
• Track and surface trends in customer issues, which will feed into scalable resources and in-product guidance
• Write and maintain documentation, tutorials and guides to improve the customer experience and scale support
• Engage with Product and Engineering teams to incorporate and prioritize customer feedback, and inform the roadmap

What You’ll Bring

• Experience working with US-based tech companies
• You’ve worked in a customer experience, customer support or product support role that required deep product knowledge, ideally for a technical and complex product at a Saa S company
• You have fantastic writing and verbal communication skills, with an emphasis on clarity.
• You can communicate complex issues to both technical and non-technical audiences via email, slack and phone
• You have strong attention to detail and are extremely organized
• You have strong customer empathy and are excited to become an expert on Persona’s product.
• You’re good at multitasking, moving quickly, prioritizing effectively across a wide variety of tasks and evaluating situational urgency
• You enjoy coordinating and collaborating with internal stakeholders to meet business goals
• You have experience with Zendesk, JIRA, and Slack
• Business fluency in multiple languages a plus (German, Spanish, French etc.)
• You have a growth mindset - you enjoy learning, are comfortable with ambiguity, can be flexible in your thinking and are excited to be a great teammate!

Job Type: Contract
Pay: €50,000.00-€70,000.00 per year
Benefits:

• Free or subsidised travel
• Private dental insurance
• Private medical insurance
• Unlimited paid holidays
• Wellness program
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Work Location: Remote