Technical Support Engineer

Who are we looking for?

A highly skilled and motivated Technical Support Engineer who is comfortable and experienced in a customer-facing role, where you will be working with leading enterprise organizations and startups via several channels. You will work closely with other departments like Customer Success, R&D, Product, and other teams to solve clients' issues while maintaining high-quality deliverables.

You are expected to provide timely and accurate customer feedback while using effective questioning techniques to resolve the issue within the allotted time (SLA).

What will you be doing?

• Handle issues through the ticket lifecycle which includes effective communication with our clients, triage/troubleshooting, and ensuring timely resolution.
• Serve as a technical product specialist to our customers and our internal teams.
• Develop and implement support processes, tools, and best practices.
• Work closely with and advise our Professional Services Engineers regarding catalog implementation solutions.
  
  

• 2-3 years of proven experience in technical support roles and a solid understanding of Support operations
• Strong knowledge and experience with Web applications, JavaScript, and API
• Ability to work shifts and handle issues/escalations at any time during the week if needed.
• Excellent communication skills and the ability to work within a team.
• Attention to detail and good problem-solving skills.
• Proficient in English, both written and verbal.
  
  

• Basic knowledge of any programming language.
• Technical writing skills.
• Fluency in French and/or Spanish (both written and verbal)