We are looking for a highly motivated and customer-focused Sr. Support Engineer (Client Support) to join our team. You will be the first point of contact for our customers, helping them resolve issues, guiding them through our product features, and ensuring a smooth experience throughout their journey. This is a cross-functional role that requires coordination with the Product, Engineering, and Sales teams. Key Responsibilities: Provide first-level support to clients via email, chat, and phone. Troubleshoot user-reported issues and provide timely resolution or escalate to Level 2/Engineering. Educate customers on product features, updates, and best practices. Monitor and respond to support tickets using a CRM or helpdesk tool (e.g., Zendesk, Freshdesk). Maintain a high level of customer satisfaction by ensuring timely communication and resolution. Log bugs or feature requests and collaborate with the Product team for feedback loops. Prepare and update knowledge base articles, FAQs, and help documentation. Assist with client onboarding and product walkthroughs, if required. Identify recurring customer issues and suggest improvements to the product or processes. Requirements: 5+ years of experience in a customer support or client-facing role in a tech or SaaS company. Strong communication skills (both written and verbal). Tech-savvy with a quick ability to learn software tools and systems. Ability to understand customer problems and offer logical, empathetic solutions. Familiarity with support tools (e.g., Zendesk, Intercom, Jira, HubSpot). Basic understanding of web technologies (e.g., browsers, APIs, SQL) is a plus. Ability to diagnose and troubleshoot basic technical issues. Familiarity with Remote Desktop access using tool like Team Viewer / Screen Connect. Excellent problem-solving and communication skills. Ability to provide step-by-step technical help, both written and verbal. Ability to work in shifts (if required) or flexible time zones for global clients. Preferred Qualifications: Bachelors degree in Computer Science, IT, or related field (not mandatory). Exposure to SaaS products, CRM platforms, or ERP systems. Experience working with ticketing systems, documentation platforms, or knowledge bases. Multi-language support skills (if dealing with global clients).
Responsibilities: Regularly deploy, test, and develop new, creative websites and PHP-based applications. Effectively design, maintain, and track PHP web applications with clean, scalable code. Use common web development tools to build reliable and scalable solutions. Update existing websites using object-oriented PHP and optimized SQL. Conduct cross-browser testing and implement customer feedback. Analyze, plan, develop, and support application systems end-to-end. Maintain comprehensive documentation including technical/non-technical specs, product requirements, and functional structures. Evaluate company and product needs, identifying challenges and proposing innovative, tech-forward solutions. Create customized interfaces, data libraries, and workflows using appropriate tools. Offer technical guidance and mentorship to product managers and developers. Recommend business-focused decisions regarding performance, scalability, and security. Communicate clearly on progress, timelines, risks, and technical issues. Participate in stakeholder calls and ensure collaborative input. Troubleshoot and resolve PHP development issues efficiently. Lead the technical team, acting as a bridge between the architecture/management and development teams. Own the project/product life cycle, ensuring adherence to architecture and industry best practices. Remain open to exploring and integrating new technologies as necessary. Work as a coach and mentor to elevate team performance and product quality. Bring out-of-the-box thinking and progressive technical ideas to help upgrade the core team and enhance tech capabilities. Be adaptable to remote work culturelocation flexibility is welcomed. Skills and Qualifications Strong verbal and written communication skills. Proven experience in object-oriented PHP programming and scalable web application development. Proficiency in PHP frameworks such as Laravel, Yii, and CodeIgniter. Solid knowledge of front-end technologies: HTML5, JavaScript, and CSS3. Experience with version control tools like Git, Mercurial, CVS, and SVN. Exposure to both SQL and NoSQL databases. Demonstrated leadership and mentoring capabilities. Strong problem-solving abilities with a product quality mindset. Mature and experienced PHP developer with a passion for modern, evolving tech stacks.