Technical Support Engineer for a Web/Mobile application for US Company
2 weeks ago
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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