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Frontend Support Engineer

2 months ago

Pune, India Searchspring Full time

Company Overview :

Searchspring provides e-commerce retailers with the industry-leading software platform for site search, product merchandising, and personalization. With offices in San Antonio, Denver, Colorado Springs, Portland, Toronto, and remote locations across the globe, Searchspring employees are dedicated to fostering an environment that enables everyone to thrive, both personally and professionally, and feel supported, engaged, and valued, every step of the way.

Backed by a growth equity firm with extensive resources and expertise in helping software and technology companies navigate transformational growth, Searchspring helps our customers, like PuraVida, Fabletics, SKIMS, West Elm, Specialized, and RipCurl increase cart size, conversion, and repeat customers.

In your role as a Frontend Support Engineer, your responsibilities will include :

- Research, diagnose, troubleshoot and identify solutions to resolve customer issues

- Respond to customer inquiries and assist in troubleshooting and resolving challenges

- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

- Provide prompt and accurate feedback to customers

- Ensure proper recording and closure of all issues

- Document knowledge in the form of knowledge base tech notes and articles

- Follow the SLA for issues with respect to the severity

Essential skills for a Frontend Support Engineer position include :

- 3-5 years of proven experience in a heavy customer focus position involving and technical knowledge of a companies' products and services

- Must possess knowledge of JavaScript, HTML, CSS, REST API, JSON

- In-depth knowledge in the product that the technician is supporting.

- Strong problem-solving skills

- Excellent client-facing skills

- Excellent written and verbal communication skills

- Comfortable working in and assisting others through company help desk software, such as Zendesk or other case management software

- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution

- Other skills nice to have are React, Angular JS, eCommerce platform (Shopify, Big Commerce etc.)

Qualifications for Frontend Support Engineer :

- Bachelor ( B.E. / B.Cs) in Computer Science

(ref:hirist.tech)