Technical Support Specialist

Grammarly team members in this role must be based in Warsaw, and they must be able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub(s) where the team is based.

About Grammarly

Grammarly is the trusted AI assistant for communication and productivity, helping over 40 million people and 50,000 organizations do their best work. Companies like Atlassian, Databricks, and Zoom rely on Grammarly to brainstorm, compose, and enhance communication that moves work forward. Grammarly works where you work, integrating seamlessly with over 500,000 applications and websites. Founded in 2009, Grammarly is No. 7 on the Forbes Cloud 100, one of TIME’s 100 Most Influential Companies, one of Fast Company’s Most Innovative Companies in AI, and one of Inc.’s Best Workplaces.

The Opportunity

Grammarly is the world’s leading AI writing assistance company, trusted by over 30 million people and 70,000 professional teams every day. From instantly creating a first draft to perfecting every message, Grammarly’s product offerings help people at 96% of the Fortune 500 get their point across—and get results. Grammarly has been profitable for over a decade because we’ve stayed true to our values and built an enterprise-grade product that’s secure, reliable, and helps people do their best work—without selling their data. We’re proud to be one of Inc.’s best workplaces, a Glassdoor Best Place to Work, one of TIME’s 100 Most Influential Companies, and one of Fast Company’s Most Innovative Companies in AI.

To achieve our ambitious goals, we’re looking for a Technical Support Specialist to join our Customer Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. This person will assist with product-related issues, including planning, installation, training, troubleshooting, maintenance, upgrading, and offboarding. They will be responsible for maintaining positive customer relations and satisfaction by providing service via email (help desk) and working cross-functionally with teams across Grammarly.

As a Technical Support Specialist, you will be the first point of contact for Grammarly customers. Knowing our product offerings inside and out, you will become a product expert. You will take ownership of finding improved ways to deliver exceptional customer service and refine customer support solutions. 

In this role, you will: 

• Respond to various technical and non-technical customer inquiries via Zendesk, assisting users with product-related issues and troubleshooting as required.
• Identify, prioritize, and escalate user-reported issues, working closely with Engineering and Product teams. 
• Work closely with your quality assurance lead to meet ticket volume and quality requirements.
• Improve the team’s productivity and ticket-processing efficiency by suggesting workflow improvements, identifying gaps, and creating content.
• Create individual OKRs and contribute toward team-wide OKRs to help us meet our ambitious goals. 

Curious about what you’ll focus on first?

• Within the first 30 days, you will get familiar with Grammarly’s product offerings, support tools, workflows, and all user interaction types. 
• By month three, you will autonomously troubleshoot a variety of low- and medium-complexity cases. 
• By month six, you will contribute to the team’s OKRs by demonstrating high standards in speed and quality of solving all user interaction types.
• By the end of year one, you will improve customer service procedures, policies, and standards to boost team efficiency.

Qualifications

• Is able to collaborate in person 2 weeks per year, traveling if necessary to the hub where the team is based.
• Has excellent written and spoken English.
• Has familiarity with both Microsoft Windows and macOS operating systems and can identify problems and replicate software glitches.
• Has technical customer service experience and is familiar with ticketing tools like Zendesk and JIRA.
• Demonstrates strong reading comprehension and attention to detail.
• Genuinely likes to help others and demonstrates an understanding of what good customer support entails.
• Fosters excellent communication skills with strong critical thinking and problem-solving skills.
• Knows console commands, terminal usage, SQL, and deployment/provisioning methods is an advantage but not required.
• Has a demonstrated ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments.
• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
• Is inspired by our MOVE principles: move fast and learn faster; obsess about creating customer value; value impact over activity; and embrace healthy disagreement rooted in trust.

Support for you, professionally and personally

• Professional growth: We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being. 
• A connected team: Grammarly builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture supported by our EAGER (ethical, adaptable, gritty, empathetic, and remarkable) values. We work to foster belonging among team members in a variety of ways. This includes our team member resource groups, Grammarly Circles, which promote connection among those with shared identities including BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs. 
• Comprehensive benefits for candidates based in Poland or Ukraine: Grammarly offers all team members competitive pay along with a benefits package encompassing life care (including mental health care and risk benefits) and ample and defined time off. We also offer support to set up a home office, wellness and pet care stipends, learning and development opportunities, and more.
• Relocation Support: Grammarly provides relocation support to make your move to Warsaw seamless. For candidates who are already residing in Poland, our package includes destination services to help you and your family settle in comfortably, and a relocation bonus to cover additional expenses.

We encourage you to apply

At Grammarly, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. Grammarly is an equal opportunity company. We do not discriminate on the basis of race or ethnic origin, religion or belief, color, gender expression or identity, sexual orientation, sexual identity, national origin, citizenship, age, marital status, veteran status, disability status, criminal prosecution, judgment in a criminal case, or any other characteristic protected by law.

For more details about the personal data Grammarly collects during the recruitment process, for what purposes, and how you can address your rights, please see the Grammarly Data Privacy Notice for Candidates here. 

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