Technical Support Engineer

1 week ago

Bengaluru, Karnataka, India Esper Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Description
Esper revolutionizes device management by redefining what it should be: a driver of business growth. With advanced and modern capabilities, automation replaces outdated workflows, re-provisioning becomes obsolete, and managing by exception transforms efficiency, resulting in increased efficiency, improves ROI, and bolsters security for device fleets of all sizes. Esper has been recognized as number 363 on Inc. Magazine's fastest-growing private companies in America, and 133 on the 2024 Deloitte Technology Fast 500. Some of the world's most innovative brands like Google, Doordash, Taco Bell, Clinical ink, SF 49ers, and Intelity rely on Esper to deliver exceptional device experiences. Esper partners with the leading ¬mobile device hardware manufacturers, solution providers, and distributors globally.

As a Technical Support Engineer, you'll be the first line of support for our diverse clientele. This role is at the heart of our mission to drive technology forward while providing an exceptional customer experience. If you're a skilled Technical Support Specialist who thrives in a fast-paced, agile environment and is passionate about delivering tech solutions, we want you on our team.

What You'll Be Doing
Deliver virtual and email-based technical support to Esper customers who utilize our platform solutions, resolving issues promptly and efficiently.

Gather essential information related to customer-reported issues, investigate & diagnose problems, and provide comprehensive answers to customer queries.

Offer top-tier customer service in the realm of Mobile Device Management Solutions.

Exhibit strong organizational skills to plan, prioritize, and manage workloads, consistently meeting service standards and objectives.

Strive to provide swift responses to all customer requests, enhancing the overall customer experience.

Utilize a range of devices to replicate customer environments, facilitating in-depth issue troubleshooting.

Collaborate with internal teams to resolve product-related issues.

Adapt to different day/night shifts as needed.

Opportunity to work and enhance your skills to the next level

What We're Looking For
Knowledge of SaaS product support, particularly in a cloud console environment, with a preference for experience in mobility solutions.

Proficiency in Mobile Device Platforms(Android and iOS)

Familiarity with log collection and analysis tools.

Experience with support desk/CRM tools like Zendesk, or Salesforce.

Exposure to issue tracking software such as Jira.

2- 4 years of experience in customer support or the customer experience space.

Independent decision-making ability.

Strong communication skills in English, both written and verbal.

Exceptional multitasking and attention to detail.

Passion for resolving customer issues.

Escalate complex issues to Technical Support Team Leads, Managers, and/or Engineering as needed.

Follow established troubleshooting workflows and escalation procedures to resolve customer problems efficiently.

Bonus Points for Having
Domain expertise in DevOps, Hardware, SaaS, or Android.

Understanding of Mobile Device Management (MDM) and Enterprise Mobility Management (EMM).

Hands on Linux experience

Proven experience in a dynamic, high-growth environment.

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