Role: Technical Support Engineer
Location: Bangalore
Experience: 5 to 9 Years
Key Responsibilities
- Hands-on experience in Java Technical Support.
- Support expert-level (level 2) to our global customer base, addressing complex tickets involving deep investigation and technical problem-solving.
- Manage and resolve a wide range of technical issues related to APIs, integrations, and other advanced functionalities of our product.
- Collaborate with Product Managers and Engineering teams to troubleshoot and resolve customer issues, ensuring alignment on our SLAs.
- Proactively identify patterns in support requests and work with the team to implement improvements in our product and support processes.
- Continues self-study on the product to stay up to date on the newest features and changes.
- Consult and share your knowledge with colleagues, both within Support and other departments.
- Dealing with tickets of our SMB to Enterprise customers, including communication and follow-ups, with a high sense for priority.
Qualifications:
- Bachelor degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Proven experience in a technical support role, preferably within a SaaS environment.
- Strong understanding of APIs, integrations, and software development concepts.
- Excellent problem-solving skills with the ability to conduct detailed technical investigations.
- Outstanding communication skills, written and oral, with the ability to convey complex technical information clearly and concisely to both technical and non-technical audiences.
- Fluency in English. Dutch, French, or German as an additional language is a plus.
- Familiarity with support ticketing systems and documentation tools.
- Ability to work independently and as part of a global team, managing time effectively across different time zones.
- Customer-focused mindset with a commitment to providing exceptional support.
- Proactive attitude, with time management, prioritization, and organizational skills
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