Technical Support Engineer

Position Summary

We are looking for a Technical Support Engineer to join our team. The ideal candidate will manage technical and operational issues raised by customers and internal business teams. This will include research and resolving issues with the help of the development, product, data, and business teams. You will be providing outstanding service to internal stakeholders and external customers, and ensure their issues are addressed in a prompt and correct manner.

Responsibilities

• Respond to customer inquiries and technical problems through ticketing and direct messaging channels
• Work directly with the company’s cross teams such as business, Data, R&D, and Product to provide fast solutions to customer issues based on customer needs
• Address our business team and customers’ technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge
• Document the technical inquiries and issues
• Formalize and write content for knowledge sharing for both internal purposes and customer-facing platforms

Requirements

• At least 3 years of experience in a Technical Support / QA position, or a position of similar nature - MUST
• Proven SQL experience - MUST
• Deep understanding of Internet protocols and tools - MUST
• Strong technical troubleshooting skills and problem-solving while understanding customers’ business impact
• Experience investigating through logging tools
• Good understanding of integrations and APIs and ability to investigate related issues
• Excellent communication skills and a passion for providing world-class service
• Ability to work independently and take full ownership of things
• Fluent English – written and spoken