Senior Technical Engineer at Support

View full description

Requirements:

• Bachelor's or Master's degree preferred, ideally in Computer Science.
• 4+ years of experience troubleshooting issues directly with external clients.
• Experience with SQL, AWS, and any programming language.
• Proactive customer service orientation and ability to resolve technical issues.
• Strong analytical and problem-solving skills.
• Excellent communication skills to translate technical concepts.
• Familiarity with Jira/Confluence.
• Experience with UNIX/Linux/OSX command line tools.
• Familiarity with AWS console and command line interface.
• Basic coding skills in Python, Shell Scripting, or SDK languages like Swift or Kotlin.

Responsibilities:

• Use discretion and judgment to provide accurate technical assistance to ensure customer satisfaction.
• Collaborate with Engineering and Product Management on investigations and testing.
• Provide technical support for iOS and Android technologies and SDK integration.
• Debug issues and create reproducible test cases.
• Maintain internal and customer Knowledge Bases and FAQs.
• Train new team members and customers on systems and tools.
• Work with sales to set up trials and act as a Subject Matter Expert.
• Represent customer needs to Engineering and Product teams and improve processes in support.