Firstup

Technical Support Engineer I

Firstup

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Tech Stack

JavaScriptSQL

About the role

  • Become an expert in the product
  • Proactively manage and respond to support tickets
  • Understand, interpret, reproduce, and diagnose customer problems
  • Perform Root cause Analysis
  • Teach solutions to customers
  • Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in case tracking system
  • Collaborate with members of other departments/teams to resolve product issues –escalating issues as necessary
  • Configure customer systems to meet requirements
  • Meet individual case management and SLA Goals
  • Operate as a subject matter expert in at least one product area

Requirements

  • Bachelor’s Degree in Computer Science, Information Technology or a related field of study; or commensurate professional experience required
  • Familiarity with SaaS solutions is preferred
  • Three or more years of experience in technical customer support or a customer-facing technical role
  • Demonstrated experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS,XML); Email Deliverability; CRMs (Salesforce, Microsoft Dynamics CRM); APIs
  • Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner
  • Strong written and verbal communication skills, with the ability to interact effectively with customers and internal stakeholders
  • Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally
Benefits
  • Excellent PTO program
  • Great health benefits
  • Casual and friendly environment
  • Remote work
  • Leadership team that supports personal and professional growth
Applicant Tracking System Keywords

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

Hard Skills & Tools
SQLHTMLJavaScriptCSSXMLEmail DeliverabilitySalesforceMicrosoft Dynamics CRMAPIsRoot Cause Analysis
Soft Skills
problem-solvingcommunicationorganizational skillscollaborationcustomer servicetime managementmulti-taskingproject executioninterpersonal skillssubject matter expertise
Certifications
Bachelor’s Degree in Computer ScienceBachelor’s Degree in Information Technology