Job
Description
Provide effective customer service by leveraging in-depth knowledge of company products Collaborate with cross-functional teams to surpass customer service expectations Troubleshoot installation and testing issues across various programming languages and build environments Escalate issues to R&D team and Support Manager based on severity; ensure timely communication with customers on status and resolution Share technical expertise and best practices with customers and support team Develop and maintain a knowledge base of known issues, workarounds, and solutions Collect customer feedback on features, bugs, and areas of importance for the Product team Required Skills and Experience Minimum of 2 years in a customer-facing role with a SaaS software/application development company Fluency in written and spoken English Availability for an 8-hour shift, MonFri, during Central European Time business hours Strong knowledge of development technologies: .NET, C, C++, C#, Cobalt, Natural, Java, JavaScript, Python, HTML, TypeScript Understanding of OS and app support on Windows, iOS, and Linux Experience with integrations: Jira, Jenkins, TFS, Azure DevOps, Bitbucket, GIT Proficiency in ticket tracking tools (Salesforce, Zendesk) Hands-on experience with remote troubleshooting methods Strong communication, problem-solving, and analytical skills Ability to work independently and as part of a team Ability to multi-task across products and platforms
