Technical Support Engineer

When you join Exclaimer you will join a global award-winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an inclusive and outcomes-driven culture.

Not heard of us?  We provide world-class email signature solutions that let organizations of any size achieve brand consistency, legal compliance, and customer engagement on any device. Designed for Microsoft 365, Google Workplace, and Microsoft Exchange, our solutions are used by over 60,000 customers in 150+ countries. Some of these customers include renowned companies such as Sony, Mattel, Bank of America, NBC, the Government of Canada, the BBC, and the Academy Awards. We have over 300 employees worldwide with our primary offices based in Boston (Massachusetts), and London / Farnborough.

Role and responsibilities 

• Answers all assigned tickets and chats within SLAs to a high standard consistently achieving 85% avg CSAT results weekly. 
• Manage own queues and proactively chase to close tickets within agreed time frames. 
• Carry out remote sessions, where appropriate, to resolve complex issues in real time. 
• Providing expert-level technical support on Exclaimer products and services. 
• Participates in cross functional projects supporting the team's overall performance and goals of delivering exemplary service to our customers. 
• Stay up-to-date with the latest product releases and technical documentation. 
• Participate in knowledge sharing sessions and contribute to the team's knowledge base. 
• Adhere to established support processes and procedures. 
• Identify and suggest process improvements to enhance efficiency. 
• Contribute to the team’s overall goals and objectives. 
• Consistently delivers high CSAT scores, and hits SLAs on tickets. 
• Do utmost to neutralise unhappy customers and support retention of cancelling customers and conversation of trialists. 
• Participates in quality assurance audit process, responding positively to feedback and ensuring learnings are acted on. 

Skills, Knowledge, and Expertise

• Previous technical support experience, preferably supporting email infrastructure, IT security solutions, or similar. 
• Proven experience supporting Microsoft 365 (Exchange Online), Active Directory, and Google Workspace (Gmail). 
• Strong technical troubleshooting skills, experience reading diagnostic logs, and documentation skills. 
• Effective communication skills with a strong emphasis on customer empathy, patience, and clarity. 
• Ability to manage competing priorities effectively, maintaining performance under pressure. 
• Exceptional communication skills with a strong emphasis on customer empathy, patience, and clarity.  
• A plus if you have MS-900 Microsoft 365 Fundamentals certification or similar.   
• Experience working in a B2B SaaS environment and familiarity with Zendesk is a plus  

Please note that this role involves shift work, and your working hours may vary. Typical shift patterns include: 

• 4:30 AM – 12:00 PM BG time 
• 5:30 AM – 1:00 PM BG time 
• Occasionally, 9:00 AM – 5:00 PM local time in Bulgaria

At Exclaimer, we’re proud to offer a benefits package that reflects our commitment to supporting you professionally, personally, and wherever life takes you. 

At Exclaimer, inclusion is more than a policy - it’s part of who we are.

We’re proud to be an equal opportunity employer and welcome applications from people of all backgrounds, experiences, and identities. We consider all candidates fairly and without discrimination irrespective of ethnicity, race, religion, nationality, age, gender, marital status, disability, neurodivergence, caring responsibilities, sexual orientation, or gender identity. We’re building a culture where everyone feels they belong and can thrive, and we’d love for you to be part of it.  If you require any reasonable adjustments or support through the application or hiring process, please email the team in confidence via Work@Exclaimer.com to let us know.