IT Support Engineer

IT Support Engineer

We are seeking a Support Engineer to join our clients global team, where you'll play a vital role in ensuring customer success by guiding clients through critical technical issues. In this role, you will troubleshoot, diagnose, and resolve complex technical cases to deliver outstanding customer support experiences. Support engineers are key to maintaining the health of the platform and ensuring customer satisfaction.

Key Responsibilities:

• Resolve technical cases for customers by troubleshooting unexpected behaviors and answering technical questions.
• Provide customer support through various channels including web, chat, email, case updates, and direct phone calls.
• Diagnose and troubleshoot using diagnostic tools and expertise in the platform’s core functionalities.
• Collaborate with other teams to resolve more complex issues, utilizing creative problem-solving and a flexible, team-oriented approach.
• Offer valuable feedback on product and process improvements based on customer interactions.

Required Qualifications:

• Experience in UI development or support.
• Proficiency in two or more of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, or Mobile application development.
• Ability to read and debug Java and JavaScript code (experience writing JavaScript is a plus).
• Experience troubleshooting with browser developer tools.
• Advanced knowledge of cloud/web application components, with experience in Application Support.
• Scripting experience with languages such as JavaScript, Python, Perl, Unix Shell, or Windows Shell.
• Strong understanding of relational databases (e.g. MySQL, Oracle).
• Experience in Object-Oriented programming (Java preferred).
• Proficiency in Linux/Unix or Microsoft Server environments.
• Strong communication skills to clearly articulate complex technical solutions.
• Ability to manage case backlogs and multitask efficiently.
• Proven ability to work professionally with difficult customer issues and escalations.

Desired Skills:

• Experience providing support for SaaS platforms.
• Experience developing applications within the platform.
• Experience diagnosing performance issues.
• Familiarity with tools like Eclipse, Splunk, Xcode, Android Studio, or SauceLabs.

Education & Experience:

• Bachelor's degree in Computer Science or a related field, or equivalent experience.