RRemoteville

How Remoteville checks and expires listings

Tines logoTines

Technical Support Engineer

Skills
C#JavascriptJqueryAPI DocumentationCustomer SatisfactionDoctrinePHP
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 2 years plus of technical support experience in a SaaS product company
  • Experience with a variety of APIs interpreting API documentation and SDKs
  • Experience handling inbound technical customer requests in various form channels (chat email)
  • Experience troubleshooting in a web-based environment including HTTP JSON HTML
  • Excellent communication analytical and troubleshooting skills
  • A proven track record of customer empathy urgency and technical competency
  • Self-motivated goal-oriented excellent organizational skills and superior time management skills
  • Ability to communicate complex technical ideas to non-technical and technical stakeholders alike
  • Familiarity with at least one modern markup and programming language such as XML C# Python PHP JavaScript/jQuery or similar
  • Familiarity with structured query languages such as SQL

Day to day

  • Handling incoming technical queries via IM and email as well as queries from other members of the Tines organization
  • Troubleshoot customer inquiries including but not limited to API integrations systems issues network and security-related impediments 3rd party integrations and multi-product workflows
  • Resolve product or service problems by exploring the client's request determining the cause of the problem and selecting and explaining the best solution to solve the problem
  • Interpreting API documents and creating Tines stories
  • Build strong relationships with other team members within Support and the wider company acting as the voice of the customer
  • Configuring and implementing authentication types like OAuth and JWT
  • Documenting the steps needed to connect to new tools or document any new stories
  • Building troubleshooting documenting and modifying stories on remote sessions with customers
  • Contribute to Customer Support resources and deliver meaningful product feedback as the voice of the customer to leadership and relevant internal teams
  • Proactively identify improvements to the product identify bugs and otherwise determine high-impact opportunities to enhance the customer experience
  • Promote Tines products and services to customers and prospective customers via evaluation of their service and support needs
  • Proactively engaging with other teams to help improve processes and features.