Support Engineer (US Remote)

Lenus is looking for a Support Engineer Could you see yourself thriving in a dynamic global culture, working on big and innovative projects that propel the Lenus brand toward an impactful vision of making the world a happier and healthier place? Then this could be the dream job you've been looking for. Who are we looking for? We’re searching for YOU, who is an original problem-solver with an inquisitive nature. You want to not only solve problems but also find the root cause to prevent them from happening again. Apart from being a troubleshooter, you enjoy taking a customer-focused approach, working with people, and being sincerely dedicated to helping others. You are keen on taking ownership and responsibility, have a ‘Can-Do’ mindset and are eager to learn new things. You also don't mind initiating conversations with others and like to take on challenges. Within the Lenus product organization, you will thrive as the "voice of customers," bringing light to feature requests, client challenges, and common problem solutions. As a result, we anticipate you taking the lead in providing product teams with insights and feedback that will enhance the coach or client experience. Key Responsibilities Be the first point of contact for coaches, clients, and Lenus employees when it comes to questions and issues regarding Lenus products. Identify, reproduce and report issues with relevant information to make sure that issues are forwarded to the appropriate teams. To solve an issue, you may need to access the database, correct and alter data, or write and execute SQL queries. Ability to collaborate effectively across cross-functional teams and time zones, building strong remote workplace relationships and translating complex requirements into actionable technical plans and actions. Have a real influence on the development of the product. Help product managers, engineers and designers understand the biggest pain points of the users with context, so that they can make meaningful changes to the product. Stay on top of an ever-changing product and all features that come with it. Document and share knowledge about specific issues and product updates. Qualifications We value diverse experiences and backgrounds. While not all qualifications are mandatory, the ideal candidate should possess: Customer service experience, preferably within a SaaS environment. Proactive self-starter with a track record of end-to-end ownership, following through on tasks and issues independently without requiring leadership oversight or prompting. SQL - experience or strong knowledge - other programming languages are a plus, but not a requirement. A strong mix of analytics and problem solving skills; critical thinking is key in this role. Strong documentation skills; you will be tasked with adding to and maintaining Product internal and external knowledge bases with to ensure all current and future employees, as well as customers, are well informed. Strong written and verbal communication skills, adept at articulating technical concepts clearly to both internal colleagues and external customers. Customer-oriented mindset. Loves working with people and truly committing themself to help others. We encourage you to apply even if you don't tick all the boxes! The Team You’ll be joining our Support Engineering colleagues who are mainly located in our Copenhagen and New York offices. As part of the Support Engineering team, you'll work closely with Engineers, Commercial, Finance and Legal teams. This role is remote but requires close working relationships with colleagues located in our New York, California, Miami, Toronto and Copenhagen offices. . We pride ourselves on a culture of strong ownership, collaboration, and open feedback - where the best idea wins, no matter where it comes from. As Support Engineers, we’re very close to our Product Engineering teams, helping them move fast and confidently while ensuring a great experience for our customers. We stay connected thro