Sr. Engineer Technology Services

• Provide effective customer service by leveraging in-depth knowledge of company products
• Collaborate with cross-functional teams to surpass customer service expectations
• Troubleshoot installation and testing issues across various programming languages and build environments
• Escalate issues to R&D team and Support Manager based on severity; ensure timely communication with customers on status and resolution
• Share technical expertise and best practices with customers and support team
• Develop and maintain a knowledge base of known issues, workarounds, and solutions
• Collect customer feedback on features, bugs, and areas of importance for the Product team

Required Skills and Experience

• Minimum of 2 years in a customer-facing role with a SaaS software/application development company
• Fluency in written and spoken English
• Availability for an 8-hour shift, MonFri, during Central European Time business hours
• Strong knowledge of development technologies: .NET, C, C++, C#, Cobalt, Natural, Java, JavaScript, Python, HTML, TypeScript
• Understanding of OS and app support on Windows, iOS, and Linux
• Experience with integrations: Jira, Jenkins, TFS, Azure DevOps, Bitbucket, GIT
• Proficiency in ticket tracking tools (Salesforce, Zendesk)
• Hands-on experience with remote troubleshooting methods
• Strong communication, problem-solving, and analytical skills
• Ability to work independently and as part of a team
• Ability to multi-task across products and platforms