Technical Support Engineer
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WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape. By leveraging WalkMe's features—guidance, engagement, insights, and automation—employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation. Together, SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAP's robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMe's intuitive digital adoption platform.
As a Technical Support Engineer, you will report to the Support Manager. You will be the trusted point of contact for WalkMe's portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals. You will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience.
What You'll Own
* Communicate with customers via email, live chat, and screen shares.
* Act as a trusted advisor to our customers, promoting product knowledge and self‑sufficiency.
* Develop in-depth knowledge of our products and their features.
* Engage with customers to understand and fulfil their goals with our solutions.
* Apply and share best practices for optimal use of our products.
* Innovate and propose ideas for enhancing the overall customer experience.
What You'll Need To Succeed
* 1.5+ year experience in software support or customer service.
* Fluent in English (verbal and written).
* Problem‑solving skills with a customer‑first approach.
* Knowledge of HTML, jQuery, CSS (please specify your level).
* Experience in various communication formats (written, live chat, conference calls, in‑person).
* Ability to grasp and articulate new technologies quickly.
* Proficient in using application logs, browser dev tools, and other diagnostic tools.
* Independent and teamwork capabilities.
* Poise and articulation in challenging customer interactions.
* Availability to work onsite at the Sydney WalkMe office 3 times a week.
What Sets Us Apart
* At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
* Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.
* Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
* Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
* Stay healthy and happy with Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe's annual Wellness Month every July—because your well‑being matters all year long.
* WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well‑being and diverse needs of our global workforce.
* WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.
* WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance.
* Robust Retirement Contributions: Ask HR about the specific offerings for your region
* SAP's acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting‑edge technology that drives efficiency and innovation in the workplace.
WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application, pre‑employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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