Technical Support Engineer

IntelligentBee

25-01-2018 | EXPIRA LA 24-02-2018

Job expirat

RESPONSABILITATI

In this role you’ll be required to understand the technical details of the product, the user features, and the use cases of our customers. You will be ensuring that the released products are of high quality, customers find value in the products, and get technical help when they need it.

We are looking for somebody who is a passionate problem solver that genuinely cares about the customer experience.


CERINTE

Details:
- Work within our Support Portal (Zendesk) and maintain key metrics including: initial response time and ticket creation to resolution time;
- Work to troubleshoot problems in real-time, interacting with customers (through emails, phone calls and screen shares) as well as internal resources to deliver maximum customer satisfaction;
- You will use your JavaScript or Java programming skills to help our customers;
- You will have a strong knowledge of APIs and Web Services including REST, SOAP and XML;
- Identify, verify, and reproduce difficult to solve customer problems that may come from multiple sources and work through those issues to resolution with the appropriate team;
- Review requirements and technical design documents to provide timely and meaningful feedback to our Customer Success Architects for custom work.
- Identify, record, document and track bugs to resolution.

About you:
- Nice to have: BS/MS in Computer Science or equivalent technical program;
- Must have: at least 1 year of previous experience in a technical role (software development experience and/or technical support or QA experience);
- English – advanced level, both written and spoken;
- API knowledge. Adept at reading and understanding API Documentation;
- Experience with JSON is a big plus;
- A good understanding of JavaScript or Java;
- Knowledge of SaaS, IaaS industry, API development and Cloud companies;
- Outstanding communication skills, customer service skills and business acumen;
- Passionate about troubleshooting and root cause analysis;

Working hours: Availability to work in shifts (including night shifts and weekends).


BENEFICII OFERITE

- Daily lunch
- Medical Insurance
- Snacks and drinks
- T-shirt open bar
- Remote work
- Apple tech equipment
- Annual team building
- Other events for some offline interaction (game nights, Christmas party)
- Bonuses for special occasions: childbirth, Christmas
- Support for your professional development


DESCRIEREA FIRMEI

IntelligentBee provides high-quality web development focused on effective communication and reliability helping companies around the world build great software products and deliver value to their customers.

http://intelligentbee.com/