Technical Support Engineer

The impact you will create on the Job:

• Interacting with customers using the telephone, email, and chat services to resolve support incidents
• Contact and resolve customer issues within the target service level agreements
• Scope and document customer incidents with troubleshooting, root cause, and resolution information
• Follow the internal processes, policies, and guidelines on collaboration, escalation & communication
• Contribute to the internal and external knowledge base for faster resolution of incidents

What do we look for

• Must have minimum experience of 1-3 years in a product support business interacting with English-speaking customers over calls, emails, and chat preferably US-based
• Must have good verbal and written communication skills in the English language.
• Problem-solving skills and good troubleshooting acumen
• Passion for technology and aptitude to ramp up on technical and business concepts.
• Be able to work in high visibility, high-pressured scenarios
• Willing to work in rotational 24/7 support shift model, On-call rotation, and work off hours as required
• Good level of familiarity with using ticketing and tech support platforms such as Zendesk, Freshdesk, and Salesforce
• Collaborate across teams to identify root cause for technical issues
• Collaborate and work closely with core engineering teams daily
• Own and drive technical issues through to resolution
• Proficient with technical problem-solving methodologies
• Ability to effectively communicate technical details to all audiences
• Excellent communication and interpersonal skills
• Strong organizational and time management skills

Technology Stack

Frontend:

Must have

• Javascript, HTML5, CSS3, JQuery,

Good to have

• LESS Twitter Bootstrap, Typescript, SASS, Angular JS/ React

Backend:

Must have

• Anyone or more of the following programming languages

Node.js/ Python/ PHP/ JAVA*

• Anyone or more of the following framework

Laravel, Django, Zend, Spring, Hibernate

Database:

Must have

• Working knowledge of SQL queries
• Anyone or more of the following databases Mongo, Postgresql or any other NoSQL DB knowledge

Not mandatory but good to have:

• Experience using Grunt, Bower, and Git.

Must have:

• Basic networking concepts.
• Basic Linux terminal commands
• Knowledge of various HTTP headers, cookies, web APIs, web servers, SSL
• Knowledge of troubleshooting tools such as curl, postman, fiddler, chrome debugger etc.

Whats in it for you

• Immense growth, and continuous learning.
• Work with some of the most innovative brains.
• Opportunity to explore your entrepreneurial mindset.
• An open culture where your creative bug gets activated.
• Multiple products to build the relationship.