Desired Skills and Experience

  • Provide world class support for our Scrapinghub customers by delighting them in every interaction
  • Investigate and resolve issues keeping the customer up to date on progress
  • Strong customer focus with a mindset for preventing future recurrence of issues and be an advocate for customer to get the best value possible.
  • Demonstrate leadership and ability to work independently to resolve complex technical issues.
  • Share ideas, issues and lessons learned with the rest of the team and the community by constantly adding to and updating our Knowledge Base and process documentation.
  • Engage with engineering teams to help resolve issues and propose new features/processes that will improve our products and our customer service.
  • Act as Subject Matter Expert for existing or new Product and be the advocate for the Product including new product/feature readiness and gathering feedback.
  • Assist developers in the customer organizations to help troubleshoot their spider code to the extent you can.
  • Provide assistance to internal groups in Scrapinghub to troubleshoot issues and make configuration changes
  • Effectively collaborate within the team and with other teams to constantly improve the processes and tools for greater efficiency and better customer satisfaction
  • Work closely with Customer Success and Sales to make the onboarding experience smooth for customers during pre-sales and post-sales phase.
  • Be available to participate in the weekend on-call rotation - approximately one weekend per month.
  • 3+ years of support or equivalent experience in a customer facing role
  • Basic understanding of Computer Networks (DNS, HTTP, TCP/IP, TLS/SSL)
  • Fundamental knowledge of web programming and standards (HTML, Javascript, APIs, REST, JSON, Mysql).
  • Experience with any server side programming
  • Familiarity with Linux/UNIX or Mac Terminal command-line and simple scripting.
  • Basic understanding of Python to be able to write a simple code or review code.
  • Excellent verbal and written English skills and ability to articulate a complex system or problem based on the type of audience.
  • Strong team player with good analytical and technical writing skills.
  • Strong relationship building skills with a sense of collaboration.
  • Ability to multi-task and manage multiple priorities and commitments.
  • Availability to work full time, during APAC hours.

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