Technical Support Engineer SaaS
2 weeks ago
AboutCompany:
Weare a Hybrid company with multiple inhouse products and clientproducts which means our team gets to work with the latesttechnologies always. Just in 6 years we have grown to 45 fulltimedevelopers in Vadodara and 400 salespeople in theUS.
RolesandResponsibilities:
Deliverprompt & courteous timely responses/support across all supportchannels (email chat Slack videoconference)
Provideoutbound video call support to customers as and whenrequired
Utilizeinternal documentation and develop comprehensive product knowledgeto effectively handle general customer inquiries variousintegrations API issues and related technical troubleshooting forour B2B SaaSproducts.
Proactivelyidentify trends for relevant teams. Report missing knowledgearticles on our product websites Help center articles or otherrequired edits to Senior Specialists orManagers
Provideswift resolutions to diverse customer inquiries across 24x5 shiftsensuring consistent supportcoverage.
Stayupdated on product developments policy updates known issues userfeedback and comprehensive understanding of the compliance domainour SaaS products and supportedintegrations.
Proactivelyidentify and address outages or critical issues ensuring timelycommunication with engineers and managers. Track and reportcustomer feedback to relevant stakeholders for continuousimprovement.
Requirements:
13years of relevant work experience in Customer or Technical SupportinSaaS.
Excellentwritten and verbal communication inEnglish
Proficientin technical troubleshooting with cloud API andintegrations.
Familiaritywith the basics of Cloud infrastructure providers & Changemanagementsolutions
Bachelors/EngineeringDegreepreferred
Whyjoinus
Allour products are being used by thousands of users each day whichmeans you get to work with the latesttechnologies.
Asall our products are enterprisegrade solutions so you get to workwith the latest technologies to compete with theworld.
Flexibleworkinghours
In5000 companies the world recognizes us as the fastestgrowingcompany in the US with 400 salespeople just in theUSA.
Worklifebalance
5DaysWorking
JobType:Fulltime
Experience:1years
Location:Vadodara Gujarat
Skills :
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