USD per year
Technical Support Specialist, Support Engineering
Location: Warsaw; Hybrid Remote Work Allowed: Yes, hybrid working model (flexible approach combining remote and in-person collaboration) Employment Type: Not explicitly mentioned (implied full-time) Application URL or Email: Current page URL (not provided in text)
About Superhuman
Grammarly is now part of Superhuman, the AI productivity platform on a mission to unlock the superhuman potential in everyone. The Superhuman suite of apps and agents brings AI wherever people work, integrating with over 1 million applications and websites. The company's products include Grammarly's writing assistance, Coda's collaborative workspaces, Mail's inbox management, and Go, the proactive AI assistant that understands context and delivers help automatically. Founded in 2009, Superhuman empowers over 40 million people, 50,000 organizations, and 3,000 educational institutions worldwide to eliminate busywork and focus on what matters. Learn more atsuperhuman.comand about ourvalues here.
The Opportunity
To achieve our ambitious goals, we9re looking for a Technical Support Specialist to join our Support Engineering team in our Customer Care department. This role will lead the transformation of customer experience through innovative customer care. In this role, you will directly impact the enhancement of Superhuman's and Coda's product offerings and the retention and expansion of our revenue-generating customer base by digging into the technical world. As a Technical Support Specialist, you will:
- Provide timely, empathetic, and solutions-focused support, keeping users9 needs at the center of every interaction.
- Assist with account, subscription, and product-related inquiries, ensuring accuracy, efficiency, and a seamless user experience.
- Troubleshoot technical issues related to Superhuman's or Coda9s products and guide users toward clear, effective resolutions via email (help desk) and live chat.
- Reproduce and escalate technical issues to engineers, helping to improve the overall user experience.
- Occasionally organize calls with Enterprise customers to diagnose and resolve more complex issues related to SSO, SCIM, or enterprise deployment of Superhuman's products or Coda Docs.
- Deliver a smooth, frustration-free support experience that strengthens user satisfaction and loyalty.
- Collaborate with cross-functional teams to enhance support processes, share insights, and drive product improvements.
- Initiate and manage projects that improve the quality of our team and organization.
Your Journey with Us:
- First 30 Days: Immerse yourself in company culture/policies; master tools/workflows/ticket resolution; complete training assignments/assessments.
- By Month Three: Gain comprehensive understanding of product offerings; handle technical tickets independently after training.
- By Month Six: Contribute to key performance targets; support peers/junior agents; transform negative experiences into positive outcomes.
- By Year One+: Continue exceeding goals; resolve inquiries efficiently; take on expanded responsibilities driving team success.
Qualifications
- A passion for delivering exceptional customer service by resolving issues proactively.
- Advanced proficiency in written and spoken English for clear professional communication.
- Strong critical thinking and problem-solving skills for effective diagnosis/resolution of technical issues.
- Clear, empathetic communication skills with patience; ability to simplify complex technical concepts.
- Exceptional attention to detail and reading comprehension for accurate troubleshooting.
- Quick learner able to navigate/retain large volumes of technical information.
- Previous experience providing technical support focused on troubleshooting/user assistance. Experience with connection/network/UI or SSO issues is a plus.
- Familiarity with operating systems (Windows, macOS), web browsers (Chrome, Edge, Safari, Firefox), collaboration tools (Slack, Zendesk, Jira or similar). Experience with ticketing systems is a plus.
- Ability to work independently with minimal guidance; proactive task management across multiple projects; efficient analysis/execution; effective cross-functional collaboration; thrives in fast-paced/results-driven environments.
Support for you, professionally and personally
- Professional growth: Autonomy/trust empower innovative work aligned with interests/talents/well-being.
- A connected team: Remote-first hybrid model fosters belonging via employee resource groups (BIPOC/LGBTQIA+/women/parents) plus global/local/team programs celebrating colleagues/accomplishments.
- Comprehensive benefits: Competitive pay plus health care benefits/time off; home office setup support; wellness/pet care stipends; learning/development opportunities.
- Relocation Support: Comprehensive relocation package including bonus for temporary housing expenses for move to Warsaw.
- Increased bonus: 50% bonus for working at least 3 hours between 8 p.m.–8 a.m. CET; 100% bonus between 8 p.m.–5 a.m. CET.
Salary Range: PLN 120,000 to PLN 165,000 gross per year.
Equal Opportunity Statement
Superhuman values diversity and encourages all candidates95 especially those traditionally underrepresented in tech95to apply. The company is an equal opportunity employer without discrimination based on race/ethnicity/religion/gender identity/sexual orientation/national origin/citizenship/age/marital status/veteran status/disability/criminal history or other protected characteristics.
Application Information
Application form fields include:
- First Name*
- Last Name*
- Email*
- Phone
- Country*
- Resume/CV* (accepted file types: pdf/doc/docx/txt/rtf)
- Cover Letter (optional)
- LinkedIn Profile
Additional questions about work schedule preferences/location/authorization status are included. Skills Mentioned:
- Customer service excellence
- Technical troubleshooting/support
- Account/subscription/product inquiry handling
- Empathy & communication skills (written/spoken English)
- Critical thinking & problem solving
- Patience & ability to simplify complex concepts
- Attention to detail & reading comprehension
- Quick learning & information retention
- Experience with connection/network/UI/SSO issues (plus)
- Operating systems: Windows/macOS
- Web browsers: Chrome/Edge/Safari/Firefox
- Collaboration tools: Slack/Zendesk/Jira or similar
- Ticketing systems experience (plus)
Superhuman offers a suite of AI-powered productivity tools including Mail, Grammarly, Coda, and Go that work in every app and tab to help users work faster, smarter, and more creatively. Their products include an email app that saves users 4 hours per week, an AI writing partner, an all-in-one AI workspace for teams, and a proactive AI assistant that integrates with many apps.
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