Senior Technical Support Engineer

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Requirements:

• 4–6 years of experience in Technical Support preferred
• Proficiency in coding with Ruby or similar technologies
• Strong written and verbal communication skills, with the ability to empathise with customers of varying technical expertise
• Ability to prioritise and escalate customer issues effectively while multitasking under pressure
• Experience with database queries and joins (MySQL, MS SQL, or Postgres)
• Familiarity with JSON or other structured data formats
• Exposure to MongoDB is preferred
• Experience with Salesforce customisations is highly desirable
• Professional programming/scripting experience, Microsoft Exchange expertise, or SSO configuration skills is a bonus

Responsibilities:

• Handle incoming product requests (questions, problems) directly from customers and track interactions in CRM
• Take ownership of customer issues through to resolution - including troubleshooting, external and internal communication (email, phone, live chat), and providing meaningful feedback to the customer on a regular basis
• Actively manage client support cases on a daily basis
• Respond to client-reported issues in a timely manner and/or per service level agreements
• Develop and maintain product expertise, including best practices to provide value to customers
• Author and maintain internal and external product knowledge base articles
• Build strong cross-functional relationship
• May require work outside of normal business hours, holidays, and some weekends as this role is an on-call position
• This position requires the flexibility to work a shift schedule, including evenings, weekends, and/or overnight shifts