We are seeking a Support Engineer to join our clients global team, where you'll play a vital role in ensuring customer success by guiding clients through critical technical issues.
Key Responsibilities:
* Resolve technical cases for customers by troubleshooting unexpected behaviors and answering technical questions.
* Provide customer support through various channels including web, chat, case updates, and direct calls.
* Diagnose and troubleshoot using diagnostic tools and expertise in the platform's core functionalities.
* Collaborate with other teams to resolve more complex issues, utilizing creative problem-solving and a flexible, team-oriented approach.
* Offer valuable feedback on product and process improvements based on customer interactions.
Required Qualifications:
* Experience in UI development or support.
* Proficiency in two or more of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, or Mobile application development.
* Advanced knowledge of cloud/web application components, with experience in Application Support.
* Strong understanding of relational databases (e.g. MySQL, Oracle).
* Experience in Object-Oriented programming (Java preferred).
* Proficiency in Linux/Unix or Microsoft Server environments.
* Strong communication skills to clearly articulate complex technical solutions.
* Ability to manage case backlogs and multitask efficiently.
* Proven ability to work professionally with difficult customer issues and escalations.
Desired Skills:
* Experience providing support for SaaS platforms.
* Experience developing applications within the platform.
* Experience diagnosing performance issues.
* Familiarity with tools like Eclipse, Splunk, Xcode, Android Studio, or SauceLabs.
Education & Experience:
* Bachelor's degree in Computer Science or a related field, or equivalent experience.