Technical Support Engineer

Job Title: Technical Support Engineer

About Verloop:

Verloop is a leading conversational AI platform dedicated to transforming customer support and engagement for businesses worldwide. Verloop empowers organizations to deliver seamless and personalized conversational experiences across various channels by leveraging advanced artificial intelligence and machine learning technologies. With a strong commitment to innovation and customer-centric solutions, Verloop is at the forefront of revolutionizing the customer support landscape.

Job Description:

We are seeking a highly skilled and motivated Technical Support Engineer to join our dynamic team. As a Technical Support Engineer, you will play a pivotal role in ensuring the success of our clients by providing exceptional technical support and assistance. You will collaborate closely with our customers to resolve technical issues, offer guidance on product implementation and optimization, and contribute to the continuous improvement of our platform. You will be constantly working with Customer Success, Engineering, and Product teams to improve the customer experience.

Responsibilities:

• Analyze and troubleshoot technical issues related to the Verloop platform, including AI-driven chatbots, voice assistants, and integrations.

• Collaborate with clients, customer success teams, and internal stakeholders to understand and prioritize customer requirements, providing timely and effective solutions.

• Coordinate with product and tech teams for sprint planning and prioritize ticket resolution, ensuring alignment with customer needs and service level agreements.

• Assist with Quality Assurance activities during new feature releases or bug fixes, performing testing and providing feedback to ensure product stability and reliability.

• Document and track client issues, resolutions, and feedback in our support system, maintaining accurate and thorough records for future reference and analysis.

• Escalate complex technical issues to the appropriate internal teams, providing detailed context and facilitating swift resolution to ensure client satisfaction.

• Proactively identify opportunities for product improvement and communicate client feedback and feature requests to the product development team, driving continuous improvement and innovation.

• Contribute to the creation of knowledge base material, technical documentation, and training resources to support clients and internal teams, promoting knowledge sharing and self-service support.

• Stay informed about Verloop products, features, and industry trends, continuously enhancing technical expertise and providing informed support to clients and colleagues.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related engineering field.

• Proven experience in a technical support role, preferably in a software or SaaS company.

• Proficiency in troubleshooting technical issues and delivering effective solutions.

• Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical audiences.

• Strong technical aptitude and understanding of Python, Javascript, Web Technologies, APIs, SDK, and integrations.

• Experience with cloud-based platforms and infrastructure.

• Familiarity with Jira or similar ticketing systems for support ticket management.

• Customer-focused mindset with a dedication to delivering exceptional support experiences.

• Ability to work independently and collaboratively in a fast-paced, dynamic environment.

Benefits:

• Competitive salary and comprehensive benefits package, including health insurance, performance awards, and bonuses to reward for your contributions.

• Flexible work environment, offering remote work options, flexible hours, and paid time off, empowering you to maintain a healthy work-life balance and accommodate personal needs.

• An inclusive company culture that celebrates diversity, fosters creativity, and values teamwork, providing a supportive and collaborative workplace.

• Exposure to cutting-edge technology and innovative products, enabling you to stay at the forefront of industry advancements and expand your skillset in a dynamic and fast-paced environment.

• Professional development opportunities, such as cross-training programs and mentorship initiatives, to support your career growth and personal development aspirations.

• Opportunity to drive meaningful change and make a positive impact by contributing to the evolution of customer support and engagement through advanced conversational AI technology, shaping the future of customer experiences worldwide.

If you are a proactive problem-solver fueled by a passion for technology and driven to ensure customer success, we enthusiastically invite you to apply for the Technical Support Engineer role at Verloop. Join us in reshaping the landscape of customer support with groundbreaking conversational AI technology