Technical Customer Support (English and Spanish)

Landbot is a leading AI Agent platform that empowers businesses to create exceptional conversational experiences. From lead capture and qualification to customer support and complex data workflows, our chatbot builder helps companies engage customers in a more personal and effective way.

We are at a pivotal moment in our journey. With a strong product and a passionate user base, we are sharpening our focus on a core, high-value segment: tech-savvy Go-To-Market (GTM) teams at companies with complex lead management challenges. This is where you come in.

Operating in more than 100 countries.

Learn more about how we work and what we stand for → https://landbot.io/our-values

As a Technical Customer Support Engineer, you will be the bridge between our product and our customers. You’ll help technical and non-technical teams implement, troubleshoot and scale their chatbot solutions.

You won’t just “answer tickets”, you’ll solve real problems, build creative solutions and directly impact how companies use Landbot worldwide.

Key responsibilities

• Provide Exceptional Support: Deliver prompt, professional, and courteous support to our users and customers. You will primarily communicate via chat and email but also participate in occasional video calls to address their needs effectively.

• Technical Issue Resolution: Investigate and identify solutions to technical issues reported by customers, ask targeted questions to quickly understand the root causes of problems (eg: Browser debugging)

• Resourceful Troubleshooting: Refer to internal documentation, collaborate with colleagues, or leverage external resources to provide accurate and efficient solutions to customer issues.

• Effective Customer Follow-Up: Maintain proactive follow-up with clients to ensure all issues are appropriately handled, providing consistent communication and resolution updates. Skillfully prioritize and manage multiple open issues simultaneously.

• Bug Reporting and Trend Identification: Report software bugs and identify trends related to widespread issues experienced by customers in support. Contribute to improving the product based on these findings, collaborating and sharing the feedback with the Product team.

• Custom Solutions Development: Develop custom-coded solutions using HTML, CSS, and JavaScript to address customer issues and optimize their experience with the Landbot platform.

• API Integration and Embedding Expertise: Assist and troubleshoot customer third-party API integrations with Landbot, ensuring seamless connectivity and functionality. Assist with queries related to embedding Landbot in websites and applications.

• Documentation Management: Contribute to the development and updating of both technical and non-technical documentation, as well as updating internal databases. Ensure that resources are comprehensive, up-to-date, and user-friendly.

• Special Projects: Engage in special projects that align with the company's objectives and key results, contributing to the overall success of the team and the organization.

Additional responsibilities

• Flexible formats: You’ll use the most effective format for each situation — docs, scripts, short videos, or live sessions & webinars — to help users move forward and understand the value.

• Live collaboration: You’re expected to sometimes join customer calls or support sessions when needed to troubleshoot issues and clarify solutions in real time.

• Cross-team collaboration: Work closely with Support, CS, Sales, and Product to unblock users and improve outcomes.

• Clear communication: Communicate in a clear, confident, and practical way, both in writing and live conversations.