Help Desk Support Engineer

As a Support Engineer, you will play a pivotal role in ensuring our customers receive the highest level of technical support and assistance.

The job will be different and challenging every day. One day you are creating tools to improve our support processes and the other day will be giving training, examining a customer request, going abroad to support a Salesforce.com event, helping a customer in Australia in the morning and in US in the afternoon etc.

Responsibilities

• Act as the first point of contact for customer inquiries and technical issues related to our SaaS products.
• Diagnose and resolve customer-reported problems through diligent research, testing, and collaboration with cross-functional teams.
• Provide timely and accurate responses to customer support tickets, emails, and phone calls.
• Document and track customer interactions and resolutions using our support ticketing system.
• Collaborate with the product development team to escalate and resolve complex technical issues.
• Assist with product testing, bug identification, and verification as part of continuous improvement efforts.
• Contribute to the creation and maintenance of our knowledge base, ensuring that support resources are up to date and easily accessible.
• Engage in proactive outreach to customers to ensure their success with our products and services.
• Maintain a deep understanding of our products, new features, and updates to effectively support customers.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven experience as a Support Engineer, Customer Support Specialist, or similar role in a SaaS environment.
• Strong technical background with knowledge of web technologies, Object-oriented programming, APIs, databases, and cloud computing.
• Proficiency in programming languages like Java, JavaScript/TypeScript, HTML/CSS, etc.
• Proficiency in troubleshooting and problem-solving technical issues in a customer-facing environment.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical customers. .
• Ability to multitask, prioritize, and work well under pressure to meet tight deadlines.
• Flexibility to work in a fast-paced and dynamic scale up culture.
• Knowledge of CRM ( Salesforce) and support ticketing systems is preferred.