Technical Support Engineer
1 month ago
) supplies the technology platform to deliver the right marketing message to the right audience at the right moment and right place, underpinned by a multi-layered data-driven approach. Knorex XPO shields its customers from dealing with the complexity and fuss while delivering immersive, dynamic and personalized marketing experiences that connect with their users. Knorex also provides managed services to complement its offering.Job briefAs a SaaS company that is undergoing hyper-scale growth, Knorex is seeking to hire qualified Technical Support Engineer to provide enterprise-level assistance to our Knorex XPO 's customers.
In this role, you will work with internal Customer Success team and Product Engineering team on the identification and resolution of technical issues, provide timely and accurate technical guidances and support for customers throughout their journey of using Knorex XPO, our cloud-based Universal Marketing platform.
You will be a member of a growing team of support engineers whose mission is to improve our support capabilities, capacity and provide world-class service to our customers. You will provide 1st-level and 2nd-level support on Knorex XPO platform and its components, as well as on its integration with other 3rd party systems.As part of our continuous effort in delivering world-class support and experience for our clients 24/7 all over the world, you are also expected to participate in night shifts (on permanent or roster basis).Key ResponsibilitiesYou will research, diagnose, troubleshoot, and resolve technical issues in an accurate and timely manner. You will be responsible for working with different systems, softwares, cloud technologies and follow SLA / SOP to resolve or escalate unresolved issues to appropriate internal teams.Research, diagnose, troubleshoot and identify solutions to resolve customer issuesCollaborate with our Product Engineering Teams to implement hot fixes and new featuresFollow SLA / SOP for proper escalation of unresolved issues to the appropriate internal teamsCoordinating with Product Engineering, and Customer Success on outstanding tickets to ensure rapid resolutionProvide prompt and accurate response to customers / customer success teamEnsure proper recording and closure of all issuesDocument knowledge in the form of knowledge base tech notes and articlesParticipate in night shifts (permanent or roster basis) to support clients across the globe.This position reports to Technical Support Manager or equivalence.RequirementsAt least 2-3 years of work experience as Software Engineer or Technical Support Engineer (Backend)Backend must have: Java, SpringBoot, MySQLBackend desirable: Hibernate, NodeJS, MongoDBAbility to do full-stack is an added advantage.Good troubleshooting, debugging, problem solving skillsExcellent command of written and communication in EnglishAbility to absorb complex technical concepts and communicate them to a non-technical audienceResourceful, creative, and analytical in understanding customers' needs to deliver them satisfying solutionsPossess good work ethic, attitude with good follow-throughPossess at least a Diploma in any field, preferably Computer Science or IT related.Preferred Experience/Qualifications: Customer Service Experience Experience within a SaaS, B2B product environment Competency in a technical skillset, such as programming, database systems, web troubleshooting. Prior knowledge / experience of digital advertising technologies and platforms is a strong plus.BenefitsAmple opportunities to grow. You get to propose your own ideas and see it throughWork with passionate, talented and driven colleagues who get things doneOpportunity to work cross-country and with variety of projects of different natureChallenging and exciting problems that await you to solveCompetitive night shift allowanceComprehensive Health Insurance CoverageW3F (Work, Wellbeing, Welfare) Fund for courses, materials, personal health and wellbeing
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