Junior/Mid-level Support Engineer (L1 Support)

As a Junior/Mid-level Support Engineer at n8n, your primary responsibility will involve providing exceptional support to both community and enterprise customers, which constitutes about 70% of your role. You'll also engage in cross-team collaborations, participate in self-improvement activities, and contribute to various projects and initiatives. This role is perfect for someone eager to grow their support skills while working within a dynamic and innovative environment.

To apply for the Junior/Mid-level Support Engineer position at n8n, candidates should have at least one year of support engineering experience, ideally within a fast-paced environment. A basic understanding of Javascript, networking concepts, and familiarity with web development tools is crucial. Additionally, strong communication skills and a customer-centric mindset are essential for effectively addressing client needs.

At n8n, we are committed to fostering the career growth of our team. For Junior/Mid-level Support Engineers, we offer €1,000 annually to spend on courses, books, events, and coaching. This investment enables our engineers to develop their skills and advance their careers within the company while also working on meaningful projects.

A successful Junior/Mid-level Support Engineer at n8n should embody a customer-centric mindset, excellent communication skills, and the ability to manage multiple high-priority tickets efficiently. Empathy towards client needs, technical problem-solving skills, and a willingness to learn and adapt are also important traits that align with our team culture.

At n8n, our culture is ambitious yet inclusive and kind. We pride ourselves on having a passionate team where collaboration and support prevail. With regular team off-sites and opportunities for hackathons, our environment promotes creativity and open communication, making it a fantastic place for a Junior/Mid-level Support Engineer to thrive.

In such situations, it's crucial first to empathize with the customer's feelings and acknowledge their frustration. I would actively listen to their concerns, ask clarifying questions to pinpoint the exact issue, and assure them that I’m there to help. After identifying the problem, I would provide detailed steps on how we can resolve it, ensuring they know I'm available for any further assistance. This customer-centric approach fosters trust and satisfaction.

Certainly! In my previous role, a client reported inconsistent application behavior that affected their workflow. I systematically gathered information by revisiting logs, conducting tests, and engaging with the development team to identify the root cause. Ultimately, we discovered a compatibility issue with a specific browser version. I guided the client through adjustments while offering a temporary workaround, demonstrating my technical skills and commitment to client satisfaction.

I prioritize support tickets based on urgency and impact. Utilizing a ticket management system, I categorize tickets and set reminders for follow-ups. Daily reviews of open tickets help me stay informed on progress. Additionally, I allocate specific time blocks to handle tickets, ensuring I remain focused and avoid distractions, which ultimately improves my efficiency.

Effective communication with non-technical customers involves simplifying complex concepts. I avoid jargon and use analogies that relate to familiar experiences. Visual aids such as screenshots or flow diagrams can often elucidate my points. Patience is key; I encourage questions to ensure understanding and adapt my explanations based on their responses.

In past positions, I've frequently tackled complex technical problems, starting with detailed issue identification through inquiry and observation. I use a structured approach: reproduce issues, consult documentation, and engage colleagues when necessary. By breaking down the problem systematically, I can resolve it efficiently and provide documented solutions for future reference.

I stay current on technology trends by subscribing to industry newsletters, following key influencers on social media, and participating in online forums. Additionally, I regularly engage in self-study and training workshops, utilizing platforms that offer courses and webinars relevant to support engineering and emerging technologies. This proactive approach helps me apply new knowledge to my work.

If I find myself missing key information, I’d first communicate this to the customer to manage expectations while assuring them I’m working on a resolution. Next, I would consult internal resources, reach out to team members for insights, or escalate the issue if necessary. I believe in transparency and ensuring the client feels supported throughout the resolution process.

I’ve handled numerous billing and administrative queries in previous roles, including invoice clarifications and account changes. I meticulously analyze invoices to identify discrepancies and provide clear explanations to customers. My understanding of support processes enables me to address these queries promptly and effectively, ensuring a smooth experience for the customer.

The primary goal of a Support Engineer is to ensure client satisfaction by delivering timely and effective solutions to technical problems. This involves understanding customer needs, providing clear guidance, and following up to ensure that issues are resolved. Ultimately, the objective is to foster a positive relationship between the company and its clients.

In my previous role, I recognized that our ticket response time was lagging. I proposed and helped implement a categorization system for support tickets based on priority and complexity. This allowed the team to address more urgent requests first and reduced the time we spent on non-essential tickets. As a result, our customer satisfaction ratings improved significantly, showcasing the impact of process improvements.