Senior Customer Support Engineer

شغل من البيت في مجال خدمة عملاء الهندسيه

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About the job

At Rasayel, we are building the next-generation platform for businesses to grow over WhatsApp. We started as small with a stellar group of designers, engineers, and product folks and we do dream big with plenty of big plans ahead. We closed our seed round last year with some ambitious investors in the US and EU. We want to tackle our next set of exciting challenges in the years to come and this is where YOU come into the picture, we want your help for us to do so. You will get to work with product, engineering and design folks who are ex Intercom, and Instabug – as well as folks who built popular open-source libraries. We are open, kind, inclusive and forward-thinking. You will find zero of the big tech co bureaucracies or politics. We are all about ambitious, and meaningful work. 🙂

About the role,

We’re not competitor obsessed, we’re customer obsessed. We start with what the customer needs and we work backwards.” – Jeff Bezos.

The customer is central to our mission and vision. Both founders firmly believe that the most impactful products are the ones that focus on the customer for tackling real-world problems, and so the potential impact you can bring as a customer support and success person is deeply embedded into our thinking and culture. Building a deep understanding of customer needs and preferences will also serve as a valuable source of product ideas for our engineering and product teams

We want to work with someone who genuinely cares about the end-to-end customer journey to join our small distributed team around different parts of the EU, Canada, Egypt and other parts of the world. Ideally, we’d like to work with an empathetic, genuine, personal, analytical, self-driven and most importantly, who thinks from first principles ( We work remotely, and so this is a 100% remote role.

Here are a few examples of areas of work you will be involved in,

  • Work with automation tools like Zapier or to build entire workflows using different APIs.
  • Craft custom ruby scripts to bridge gaps and fulfil customer needs.
  • Build internal tools for the rest of our support team to help investigate bugs and automate certain customer requests.
  • Contribute to Rasayel’s API, Webhooks and integrations with other products.
  • Work our customers using rasayel, understand their problems, and guide them through finding answers.
  • Set the bar for what is a successful and delightful customer onboarding experience.
  • Lead product training sessions with our customers, and help them get familiar with our product.
  • Research, ideate, and come up with ways to help our customers with their most common frustrations.

About you,

A little bit about what we think can be a good fit for us,

  • You worked in a SaaS B2B start-up before or worked within a company that builds and sells software
  • You worked as a technical customer support or customer success engineer before, or in an engineering role in general
  • You love building relationships, connecting with people and be your customer’s champion
  • You can work with automations tools like Zapier and to build and enhance customer workflows
  • You can craft custom ruby scripts to bridge gaps and fulfil customer needs.
  • You can investigate technical problems, and come up with solutions or work with our engineering team to do so
  • You have empathy and you know what it is like to be in the customer’s shoes
  • You are proactive and you love to take ownership of problems
  • You are scrappy, can figure things out and can work without constant guidance
  • You have a genuine curiosity about people and business
  • You can communicate fluently in English and Arabic
  • You have some remote experience, and you understand its challenges.
  • You can take and give feedback openly.
  • You are kind, and there is ≥5% chance we will see you smile. 🙂
  • You like to work in a small team and have direct ownership of your work.

About pay & benefits,

  • Competitive salary, and meaningful equity
  • 100% remote, stress-free and friendly environment with big expectations.
  • Reimbursing your monthly internet bill.
  • We don’t have middle managers, we will work to enable you to be successful and get out of the way.
  • You’ll have the opportunity to have a massive impact due to our size and being an early stage.

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