Handling technical requests via web and email support channels.
Conducting professional and empathetic conversations with customers to gather information, troubleshoot, and resolve their technical obstacles.
Submitting bug reports to the Engineering team for problems needing attention.
Partnering with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to the rest of the support team.
Contributing to internal and external knowledge bases.
Participating in internal projects to improve processes and tools.

Requirements

Ability to work Eastern or Central Standard Time
Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
Experience with web development and/or REST APIs
Experience in technical customer support, supporting SaaS enterprise software ideally
Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, or Python.
Ability to handle and prioritize a portfolio of tickets at various stages of resolution
Excellent spoken and written English skills
Ability to work in an on-call rotation

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

web developmentREST APIsJavaScriptJavaPHPC#Objective-CSwiftRubyPython

Soft Skills

problem-solvingcommunicationempathycustomer supporttechnical explanationprioritizationcollaborationprocess improvementknowledge sharingadaptability