Highly Skilled Technical Support Specialist
1 week ago
A vital position in our organization, the Technical Support Engineer serves as the primary contact for customers on support matters and product inquiries.
This engineer collaborates closely with various customers, encompassing small, mid-sized, and large enterprises. They work diligently to deliver timely and high-quality incident resolution by focusing on root cause analysis, prevention, and knowledge transfer.
The role requires collaboration with software developers and other technical team members from the customer side.
This opportunity allows you to join a well-functioning team and make a meaningful impact on our organization.
The key responsibilities include:
- Resolving customer issues via phone calls, emails, and chat services within target service level agreements
- Documenting customer incidents with troubleshooting, root cause, and resolution information
- FOLLOWING internal processes, policies, and guidelines on collaboration, escalation, and communication
- Contributing to the internal and external knowledge base for faster resolution of incidents
We seek candidates with the following qualifications:
- Minimum 1-3 years of experience in product support, interacting with English-speaking customers over calls, emails, and chat preferably US-based
- Excellent verbal and written communication skills in the English language
- Strong problem-solving skills and good troubleshooting acumen
- Passion for technology and aptitude to ramp up on technical and business concepts
- Ability to work in high-visibility, high-pressure scenarios
- Willingness to work in rotational 24/7 support shift model, On-call rotation, and work off-hours as required
- Good level of familiarity with using ticketing and tech support platforms such as Zendesk, Freshdesk, and Salesforce
- Collaboration across teams to identify root cause for technical issues
- Collaboration and work closely with core engineering teams daily
- Ownership and driving of technical issues through to resolution
- Proficiency with technical problem-solving methodologies
- Effective communication of technical details to all audiences
- Excellent communication and interpersonal skills
- Strong organizational and time management skills
Key technologies include:
- Frontend: Javascript, HTML5, CSS3, JQuery
- Backend: Node.js, Python, PHP, JAVA
- Database: SQL queries, Mongo, Postgresql, or any other NoSQL DB knowledge
- Networking: Basic networking concepts
- Linux: Basic Linux terminal commands
- Troubleshooting tools: cURL, Postman, Fiddler, Chrome Debugger etc.
At our company, we develop search intelligence products that lead globally. We have close-knit, highly driven, and skilled engineers & Support Function teams who strive for excellence and think beyond expectations.
The benefits include:
- Plentiful growth opportunities and continuous learning
- Working alongside some of the most innovative minds
- An open culture where your creative spark is encouraged
- Multiple projects to explore your entrepreneurial spirit
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