Technical Support Engineer for a Web/Mobile application for US Company

3 weeks ago

india, IN Textellent, Inc. Full time

Full Time | 100% Work From Home | US Office Hours


You will work closely with Client Success and support them by providing Tier-2 client support for software technical issues and work with Engineering department to debug and resolve the issues.


RESPONSIBILITIES:

  • Provide technical support to internal and external users including customer service teams as well as clients and partners
  • Communication and coordination of feedback and inputs to the development team, mostly based in India
  • Assist QA lead with QA activities
  • Troubleshooting technical issues with minimal support from the development team
  • Speaking to internal and external customers to quickly get to the root of their problem
  • Propose workarounds to customers when the fix will take time to be released
  • Providing timely and accurate customer feedback
  • Following up with clients to ensure the problem is resolved
  • Supporting the roll-out of new applications
  • Providing support in the form of procedural documentation
  • Managing multiple cases at one time.
  • Testing and evaluating new releases
  • Propose new ideas and out-of-the-box solutions for a smooth operational process


REQUIREMENTS:

  • Bachelor’s degree in computer science or information technology
  • Work during the US hours (9 am to 6 pm central time)
  • Experience with tech support for a web-based business application along with a Mobile interface
  • Working knowledge with Linux, Java, JavaScript (React) MySQL, AWS
  • Proficiency in browser-based debugging, JSON format, REST API’s, database queries and logs
  • Experience with remote desktop applications and help desk software
  • Experience in ticket management tools like Clickup, Jira, Trello etc.
  • Experience in texting and communication-based applications is a plus
  • Certifications in Linux, Java, Web development, AWS are desirable but not required
  • Experience in using AI tools for day-to-day tasks
  • Have a development mindset to quickly scale into a developer with minimal training
  • Attention to detail and good problem-solving skills
  • Excellent interpersonal skills
  • Good written and verbal communication


COMPENSATION:

  • Market-rate salary commensurate with experience & skills


ABOUT THE COMPANY

Textellent is a fast-growing, high-tech company with a unique, patented Personalized Texting service (US Patent 9,756,487). We have won awards from Gartner, Sourceforge, SoftwareSuggest and others. Come join this exciting and fast-growing start-up and enter this evolving and exciting new field of business communication


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