Technical Support Engineer II

Job Description

About the role:

• You’ll be the professional face of Helpshift for our customers when they need Technical Support communicating directly with customers who are Admins and Developers from SMB to Fortune 500 companies.
• You will offer expert guidance on subjects ranging from Dashboard training to the investigation of SDK integration issues.
• You will conscientiously manage your queue of support issues and respond to new customer submissions.
• You will familiarise yourself with current features or bugs and file new tickets on behalf of your team members when needed.
• You will evaluate use-cases for feature additions and escalate valid requests to the Product team for consideration.
• You will Debug customer issues by reproducing them on devices, gathering helpful information for escalation, and even QA them as needed.
• You will collect and document solutions and best practices to add to internal (Salesforce and Confluence) and external resources, including generating templated responses.
• You will file bugs in JIRA, provide updates to teams across time zones, and collaborate internally to identify solutions that you’ll convey directly to our customers.
• You will identify common patterns in crash logs, scripts, and API configurations and escalate issues to developers.
• You’ll help identify sales opportunities or billing issues and escalate to Sales, Success, or Finance teams as appropriate.
• You will write scripts/tools in order to serve customer data requests.

Requirements

• 5+ years of direct experience providing Enterprise B2B Tier 1 technical support or engineering operations
• Knowledge of REST APIs and scripting in Ruby or Python.
• Experienced at juggling tasks and prioritising across multiple tasks independently using your own well-honed time management skills and prioritisation methods.
• Professional business writing skills to answer all customer questions with precise, detailed information and, when in doubt, prompt escalation for verification
• Process follower and optimiser who proactively volunteers improvements when they’ll be feasible and impactful.
• Bachelor’s degree in Computer Science, or technical and professional equivalent experience required

Benefits

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India.

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status

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