Technical Support Engineer for a Web/Mobile application for US Company

Full Time | 100% Work From Home | US Office Hours

You will work closely with Client Success and support them by providing Tier-2 client support for software technical issues and work with Engineering department to debug and resolve the issues.

RESPONSIBILITIES:

• Provide technical support to internal and external users including customer service teams as well as clients and partners
• Communication and coordination of feedback and inputs to the development team, mostly based in India
• Assist QA lead with QA activities
• Troubleshooting  technical issues with minimal support from the development team
• Speaking to internal and external customers to quickly get to the root of their problem
• Propose workarounds to customers when the fix will take time to be released
• Providing timely and accurate customer feedback
• Following up with clients to ensure the problem is resolved
• Supporting the roll-out of new applications
• Providing support in the form of procedural documentation
• Managing multiple cases at one time.
• Testing and evaluating new releases
• Propose new ideas and out-of-the-box solutions for a smooth operational process

REQUIREMENTS:

• Bachelor’s degree in computer science or information technology
• Work during the US hours (9 am to 6 pm central time)
• Experience with tech support for a web-based business application along with a Mobile interface
• Working knowledge with Linux, Java, JavaScript (React) MySQL, AWS
• Proficiency in browser-based debugging, JSON format, REST API’s, database queries and logs
• Experience with remote desktop applications and help desk software
• Experience in ticket management tools like Clickup, Jira, Trello etc.
• Experience in texting and communication-based applications is a plus
• Certifications in Linux, Java, Web development, AWS are desirable but not required
• Experience in using AI tools for day-to-day tasks
• Have a development mindset to quickly scale into a developer with minimal training
• Attention to detail and good problem-solving skills
• Excellent interpersonal skills
• Good written and verbal communication

COMPENSATION:

• Market-rate salary commensurate with experience & skills

ABOUT THE COMPANY

Textellent is a fast-growing, high-tech company with a unique, patented Personalized Texting service (US Patent 9,756,487). We have won awards from Gartner, Sourceforge, SoftwareSuggest and others. Come join this exciting and fast-growing start-up and enter this evolving and exciting new field of business communication!