Technical Support Engineer
Skills
Software DevelopmentAttention To DetailCustomer SatisfactionDefect TriageIdentifying TrendsTechnical SupportTriage
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Proven experience in technical support or similar roles with a strong grasp of software development and bug triage
- Exceptional analytical and problem-solving skills with high attention to detail
- Excellent communication skills capable of managing customer expectations and collaborating across teams
- Experience in generating reports identifying trends and translating data into actionable insights
- Proactive in improving processes with a history of enhancing operational efficiency through documentation and automation
Nice to have
- SaaS experience
- Scripting proficiency
- Web tech knowledge
- Angular 16 proficiency
Day to day
- Act as a pivotal communication bridge between Customer Success and Engineering teams to swiftly resolve customer-reported bugs
- Conduct initial analysis and validation of incoming bug reports from customers
- Maintain ticket hygiene and track issues through to resolution ensuring documentation accuracy and categorization
- Engage proactively with critical customers updating them on bug status and driving high customer satisfaction
- Utilize trend and pattern insights from regular reports to advocate for product enhancements