Job Description:
We are seeking a Support Engineer for an 11-month Contract in the tech space. The role involves providing technical support to our managed partners and enterprise-scale customers who use the Business API.
The Business API is an enterprise solution that helps medium and large businesses communicate with customers worldwide, enabling them to connect with them on the App in a simple, secure, and reliable way.
As a Support Engineer, you will combine passion for outstanding customer service with a product mindset to ensure key insights are communicated to our product teams.
We are looking for individuals with expertise in managing technical integrations, fostering developer/business relationships, and a desire to improve the support experience of our customers.
Responsibilities:
* Assist customers in managing complex enterprise systems and high-quality tools that enable their business.
* Become an expert on the App Business Platforms and how to best deploy and troubleshoot them.
* Effectively and proactively communicate customer issues across cross-functional teams.
* Identify opportunities for improvement in our support offering, training, and processes for customers.
* Act as a trusted advisor to partners in developing and prioritizing comprehensive, data-driven tool improvement requests and raise core problems to our Engineering and cross-functional partners.
* Act as a portal for technical communication between outside developers and our product teams.
* Partner with fellow team members to contribute effectively in decision-making and provide thoughtful ideas and proposals to improve customer/agent experience or efficiency.
Requirements:
* BA/BSc degree in Engineering, Computer Science, or related field or international equivalent.
* 2+ years of programming experience.
* 2+ years of project experience, communicating with people at all levels (internal and external).
* Analytical-thinking and problem-solving experience.
* Experience working across a global multicultural and multilingual team, solving problems, and designing business operations from scratch.
* Experience communicating with cross-functional partners (both technical and non-technical audiences).
Preferred Qualifications:
* Experience working autonomously and prioritizing work with minimal input.
* Proven experience collaborating and communicating across a global team and with external partners.
* Experience with large-scale enterprise system development.
* Experience with the full web stack, REST API development, and technologies, and bug management support.
* Experience with managing key customer relationships.
* Knowledgeable in driving solutions for global business use cases.
* Time management and multitasking experience.
* Experience with process change management or process improvement.
* Experience working in a technology company, consulting firm, or equivalent fast-paced environment.