[High Salary] Technical Support Engineer

3 weeks ago

India NextBillion.ai Full time

Job Description

Company Details

NextBillion.ai is a first-ever decentralised, customizable, and tailored map stack focused on the transportation/logistics industry. NextBillion.ai helps solve highly complex

transportation and operational challenges. Every customer, use case, geography is different, and NextBillion.ai is able to integrate these differences directly into their

mapping environment. Nextbillion.ai was founded in January 2020 by Ajay Bulusu, Chief Product Officer Gaurav Bubna and CTO Shaolin Zheng. They were formerly part of the map team at Grab, a multinational ride-hailing and food delivery company.

Roles and Responsibilities:

Provide support to customers via phone and email leveraging internal resources.

Triage and troubleshoot cases coming in from customers.

Document all customer requests, contact information and support issues in the

ticketing system.

Prioritise and manage several open issues at one time.

Follow up with clients to ensure their systems are fully functional after

troubleshooting.

Demonstrate empathy, patience and responsible judgement with every customer

to ensure the best and most appropriate outcome based on each situation.

Track the issues through to resolution within agreed time limits. Guide the clients

through a series of actions, either via phone, email or chat until they've solved a

technical issue.

Properly escalate unresolved issues to appropriate internal teams

Maintain a high level of Customer Satisfaction and Work as a team to deliver

exceptional Customer Experiences in each support interaction

Job requirements:

3 - 5 yrs of hands-on support experience with global customers in the Product

Support space.

Bachelor's Degree in Engineering, Computer Science, or related technical field.

Working knowledge of Hubspot or other ticketing systems is preferred.

Clear, concise, and effective written and oral communication skills.

Ability to provide step-by-step technical help, both written and verbal

Ability to diagnose and troubleshoot basic technical issues

Hands-on experience with Windows/Linux/Mac OS environments Deep

understanding of RESTful APIs and service endpoints.

Empathy towards customers and understanding their needs.

Experience in SaaS or other tech startups is a plus

Experience in native mobile development on either Android or iOS platforms

Knowledge and experience with geospatial tools is a plus

Customer-first attitude with a strong sense of empathy and excellent follow-up

skills

Team player--supportive to product support lead, collaborative, sharing newly

learned knowledge with one another, and filling in for one another as needed

Flexibility in working in US shift and weekends.

Hiring Process

- Profile Shortlisting
- Tech Interview with Vignesh
- Assignment
- Tech Interview - Assignment review
- Tech + fitment Interview - Final round

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