Technical Support Engineer

We

Responsibilities:

• Deliver prompt and effective technical support through phone, email, and virtual calls.
• Troubleshoot, replicate, and document customer-reported issues, escalating complex cases to L2 or engineering teams.
• Assist customers during the

  onboarding process

  by providing

  technical guidance

  and best practices.
• Stay up-to-date with product features, updates, and known issues to provide accurate solutions.
• Contribute to the creation and maintenance of internal

  knowledge base

  articles and FAQs.
• Proactively identify and address customer pain points, suggesting product improvements to

  enhance user experience.

• Meet and exceed service level agreements (

  SLAs

  ) for response and resolution times.
• Collaborate closely with cross-functional teams, including engineering and revenue, to ensure seamless support.

Required Skills and Qualifications:

• 3 to 5 years of experience in a technical/customer support role.
• Working knowledge of

  Node.js, JavaScript, and PHP

  , with the ability to troubleshoot and debug issues.
• Familiarity with Linux and databases such as

  MySQL

  and

  MongoDB

• Excellent verbal and written communication skills with a focus on clarity and empathy.
• Strong

  problem-solving

  and

  troubleshooting

  skills with a proactive approach.
• Hands-on experience with tools like

  Jira, HubSpot,

  and remote support tools (e.g., TeamViewer, AnyDesk).
• Ability to work independently and in a team-oriented environment.
• Experience with cloud providers such as

  AWS

  ,

  GCP

  or Microsoft

  Azure

  is a plus.
• Previous experience working in a

  SaaS

  or product-focused company is a plus.