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Technical Support Engineer

Posted 3 days agoViewed

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💎 Seniority level: Middle, 3+ years

🔍 Industry: Software Development

🗣️ Languages: English

⏳ Experience: 3+ years

Requirements:
  • 3+ years of Support Engineering, Software Engineering experience.
  • Thorough knowledge with consuming RESTful and GraphQL APIs.
  • Working knowledge of at least one of the modern JavaScript frameworks (e.g., Vue, React, Next, Nuxt, Astro, or Svelte) along with it's fundamental principles.
  • Thorough knowledge of JavaScript and its modern syntax and features. Experience with Typescript is a plus.
  • Working knowledge of HTML and CSS.
  • Experience with CMS in general; experience with Headless CMS is a plus.
  • Remote working experience.
Responsibilities:
  • Take on more complex tasks and responsibilities (compared to Technical Support Engineer I), including handling escalated support tickets and troubleshooting more challenging issues independently.
  • Manage cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand-off to the development team.
  • Meet or exceed customer expectations on response quality and SLA within our ticketing platform and live chat.
  • Educate customers on product features, functionalities, and best practices.
  • Maintain a positive, empathetic, and professional attitude in all customer interactions.
  • Collaborate with tech support, sales representatives, and partner account managers to resolve issues efficiently and effectively.
  • Contribute to identifying inefficiencies in support processes and suggest improvements to enhance productivity and customer satisfaction.
  • Assist in training the Technical Support Engineer I and provide mentorship as needed.
  • Handle customer escalations from Technical Support Engineer I, addressing concerns promptly and professionally to ensure customer satisfaction.
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