Technical Support Specialist

hace 3 semanas

Ciudad de México CDMX Webflow A tiempo completo

At Webflow, our mission is to bring development superpowers to everyone. Webflow is a Website Experience Platform (WXP) that empowers modern marketing teams to visually build, manage, and optimize stunning websites. With AI-driven personalization baked in, Webflow enables teams to significantly boost conversion rates, translating directly into measurable business growth. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative.

We're looking for a Technical Support Associate to help us empower our customers to excel in their endeavors and to continuously enhance Webflow to its fullest potential.

**About the role**:

- Location: Remote-first (Mexico City)
- Full-time
- Permanent
- Mexico City (figures cited below are in MXN and pertain to workers in Mexico)
- [TBD]

Please visit our Careers page for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
- Reporting to one of the Managers for Technical Support

As a Technical Support Associate you'll
- Deliver consistently exceptional customer experiences to every Webflow user.
- Assist customers in support queues utilizing various tools such as Zendesk and Jira.
- Document and report bugs, resolve issues, and foster collaboration within the team to ensure top-tier customer satisfaction.
- Advocate for our customers' needs, collaborating closely with your team and manager to identify opportunities for enhancing our product and services.

In addition to the responsibilities outlined above, at Webflow we will support you in identifying where your interests and development opportunities lie and we'll help you incorporate them into your role.

**About you**:
**Requirements**:

- Business-level fluency to read, write and speak in English**[**:

- Must live in Mexico City and/or the surrounding 16 boroughs

You'll thrive as a/an Technical Support Associate if you:

- One or two years working in technical support roles.
- Self-learning ability and quick adaptability to keep pace with evolving product features and new digital tools
- Deep understanding of Webflow products or similar web design tools.
- Proficiency in HTML, CSS, DNS, JavaScript, or advanced Webflow knowledge.
- Analytical and critical thinking skills for technical troubleshooting.
- Autonomous, creative, and supportive team player.
- Practices radical candor for clear communication and creative problem-solving.
- Have demonstrated written and verbal communication skills in the English language
- Advocate for others - customers and colleagues - and you want to build a career in customer support
- Experience working with Google Workspace, Slack, Zendesk and Confluence
- Must be able to work Wednesday - Sunday (off Monday + Tuesday)

**Our Core Behaviors**:

- **Obsess over customer experience.** We deeply understand _what_ we're building and _who_ we're building for and serving. We define the leading edge of what's possible in our industry and deliver the future for our customers
- **Move with heartfelt urgency.** We have a healthy relationship with impatience, channeling it thoughtfully to show up better and faster for our customers and for each other. Time is the most limited thing we have, and we make the most of every moment
- **Say the hard thing with care.** Our best work often comes from intelligent debate, critique, and even difficult conversations. We speak our minds and don't sugarcoat things — and we do so with respect, maturity, and care
- **Make your mark.** We seek out new and unique ways to create meaningful impact, and we champion the same from our colleagues. We work as a _team_ to get the job done, and we go out of our way to celebrate and reward those going above and beyond for our customers and our teammates

**Benefits & wellness**:

- Equity ownership (RSUs) in a growing, privately-owned company.
- 100% employer-paid healthcare, vision, and dental insurance coverage for employees and dependents (full-time employees working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent care Flexible Spending Account (US only), dependent on insurance plan selection where applicable in the respective country of employment; Employees may also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness where applicable in the respective country of employment
- 12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability for birthing parents to be used before child bonding leave (where local requirements are more generous employees receive the greater benefit); Employees also have access to family planning care and reimbursement
- Flexible PTO with a mandatory annual minimum of 10 days paid time off for all locations (whe

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