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Technical Support Engineer II
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Technical Support Engineer II

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  • 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.

Benefits

  • Hybrid setup
  • Worker's insurance
  • Paid Time Offs

Other employee benefits to be discussed by our Talent Acquisition team in India

Experience & 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.
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