Technical Support Engineer 2, Platform and Applications
Remote - IndiaFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- Fluency in English (verbal, comprehension, listening, and writing)
- Experience
- 2-4 years of experience
- Required Skills
- Node.jsPythonJavaJavascriptWebRTCRESTful APIsTroubleshootingDebuggingPostman
Requirements
- 2-4 years of experience
- Proven experience in a Technical Support Engineer, Application Support, or Support Engineer role, supporting complex software products or platforms
- Strong programming/scripting troubleshooting skills in at least one of: JavaScript (preferably with Node.js) / Python / Java
- API or enterprise software experience, including technical troubleshooting skills.
- Hands‑on experience with web technologies and APIs, including: REST APIs/ HTTP protocol concepts/ API testing tools such as Postman or curl / Webhooks
- Solid understanding of networking and real-time communication, including: VoIP / SIP / WebRTC / TCP/UDP networking fundamentals / TLS/SSL
- Strong debugging and troubleshooting skills across: Application logs and API calls, Network traces (packet captures, basic analysis), Browser developer tools (for web-based products)
- Fluency in English (verbal, comprehension, listening, and writing)
- Availability to work non-standard (shifts / weekend rotation), on-call rotation weekend and holiday hours.
- Ability to diplomatically address customer concerns and provide feedback
Responsibilities
- Understands and resolves complex customer requests via phone/email/chat/side channel/live support or any other support/communication channel.
- Identify adoption and upsell opportunities for customers and make the appropriate connections. Develops knowledge on multiple specialty areas.
- Communicate complex concepts to customers. Anticipates customer questions and proactively responds with suggestions.
- Identifies and responds to customer escalations. Effectively work multiple support channels (chat, phone, social, etc).
- Prioritize the queue based on status, priority, entitlement. Follow guidance prioritizing caseload to achieve SLA compliance targets. Meet SLA requirements per channel/role.
- Follow established guidelines on tagging, categorizing, merging tickets. Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets. Escalate to senior technical resources to drive ticket resolution.
- Thoroughly document every customer interaction (email, phone, chat, side-channel communications) and internal interaction (research, cross-team engagement).
- Captures technical details (logs, splunk queries, JIRA details, etc), and provides internal commentary, troubleshooting steps throughout the case. Contributes to Knowledge articles.
- Manage incidents effectively during on-call shifts. While on-call triage SDM Escalations.
- Active participant in process improvement initiatives.
View Full Description & ApplyYou'll be redirected to the employer's site
