About the Role:
As a Technical Support Engineer at Wrike, you are the frontline champion for our users. You’ll serve as a critical bridge between our complex collaborative work management platform and the customers who rely on it to run their businesses. Your mission is to provide an effortless, high-touch support experience that ensures every user can unlock the full potential of Wrike without friction.
Your Impact:
- Empower Customers: Resolve a diverse range of inquiries from product "how-tos" to complex technical troubleshooting across email, chat, and phone.
- Drive Technical Resolution: Collaborate directly with Engineering and Product teams to identify, document, and resolve software bugs and technical hurdles.
- Advocate for Excellence: Act as the voice of the customer internally, identifying trends in user pain points to help influence our product roadmap.
- Knowledge Sharing: Educate both customers and internal teammates, contributing to a culture of continuous learning and operational efficiency.
Your Qualifications:
- Experience: 3+ years of hands-on technical or functional product support experience, specifically within the SaaS industry.
- Communication: Professional English proficiency (C1+ Business minimum) with the ability to explain complex concepts clearly and empathetically.
- Technical Literacy: Strong background in computing (Mac & PC), networking, web-browser troubleshooting, firewalls, and proxy servers.
- Problem Solving: Exceptional critical thinking skills with a proven ability to troubleshoot sophisticated problems in a fast-paced, changing environment.
- Availability: Must be able to work the following IST hours:
- Summer: 9:30 – 18:00
- Winter: 10:30 – 19:00
- Education: A University Degree or equivalent broad theoretical knowledge.
Standout Qualities:
- High Emotional Intelligence: The ability to build genuine rapport and maintain empathy even under high-pressure or "exciting" circumstances.
- Data-Driven Mindset: You excel in a metrics-oriented environment and use data to prioritize your workflow.
- Proactive Ownership: You don't just close tickets; you identify underlying issues and take the initiative to suggest internal process improvements.
- Meticulous Organization: A natural ability to keep track of various small and large tasks without letting anything slip through the cracks.
Team Dynamics:
You will join Wrike Support, a distributed, multinational team of industry experts. We are a vital arm of the Client Success Organization, working hand-in-hand with Sales, Operations, and Engineering. Our culture is built on trust, lightning-fast response times, and a shared goal of maintaining our 9+/10 Customer Satisfaction rate. You’ll report to a Support Manager who values autonomy, constant learning, and collaborative problem-solving.
Our Work Style:
- The Stack: We live in Zendesk for ticket management and use Wrike (of course!) to manage our internal projects and collaboration.
- Methodology: We operate in a high-velocity, customer-centric environment. We move fast, but we prioritize quality and "personalized" service over scripted responses.
- What Sets Us Apart: Unlike traditional "call center" support, Wrike Support Engineers are treated as product experts. You are encouraged to dive deep into the technical weeds and have a seat at the table with our Engineering teams to drive real change.
Why Join Wrike?
- 18 calendar days of paid vacation (12 days of National & Festival holidays (10 fixed, 2 flexible))
- Sick Leave Compensation (5 Paid Uncertified Sick Days)
- Menstrual Leave: Twelve (12) days per calendar year. Women employees are eligible for up to 1 day of menstrual leave per month.
- Parental Leave: 26 Weeks Maternity / 4 Week Paternity
- 2 Volunteer Days
- Group Medical Insurance (Employees + Dependents)
- Term Life Insurance (Rs 50,00,000)
- Personal Accident Insurance (Rs 50,00,000)
- Monthly Broadband / Internet Reimbursement (INR 1500)
- Hybrid Working Model + Complimentary Lunch & Snacks
Your recruitment buddy will be Nandini Singh, Senior Recruiter.
#LI-NS2
Who Is Wrike and Our Culture
Wrike promotes a hybrid model for team members near our office hubs in San Diego, Prague, Dublin, Nicosia, and Tallinn, with 2–3 in-office days per week to foster collaboration and teamwork. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.
Our persona
Our culture and Values
🤩 Customer-Focused
We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.
🤝 Collaborative
We work as one and win together, each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement.
🎨 Creative
We strive to succeed through continuous innovation. It’s our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions.
💪 Committed
We believe in ownership at all levels of the organization, by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.
