Customer Support Engineer

This is the right role for you, if you like:

Being a Customer's hero. Understanding priority of requests, capturing the required details for a timely resolution and suggesting the best way of achieving a customer goal. You focus on response time and customer satisfaction.
Joining a great company that is leading in tech and disruptive in the Identity Verification space.
Acquiring a deep knowledge of AI technologies and our product suites. You will get to learn something new every day as we develop our products and services.
Looking for opportunities to improve internal processes and represent the “voice of the customer”.
Working with people who inspire and being an inspiration for others. We are proud of our world-class culture, where people are encouraged to share ideas and learn from each other.
Schedule: Sunday - Thursday (after the training period ~ 2 months)
Hours: 9 hours with 1 h lunch break

Shift: 4am - 1 pm IST

Essential Experience:

Practical experience in coding & scripting using at least one programming language: ideally Ruby, Python, JavaScript or SWIFT
Practical experience with SQL databases
Deep knowledge / experience in testing mobile applications using AndroidStudio, Xcode, React Native and Flutter SDK as well as web applications
Experience with AWS cloud platform
Able to work with logs and build hypothesis to unfold complex problems
RestAPIs experience
Demonstrated ability to understand the problem statement and troubleshooting complex technical issues with ease, this may include outbound contact with customers for additional information and resolution
Personal commitment to quality and customer satisfaction
Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in a timely manner
Work directly with Engineering and Product teams to resolve the issues customers have reported
Empathy and the desire to help others
Sense of urgency, ability to prioritise tasks based on business priorities
Can work independently and make decisions even when limited details are available
Diligence, patience and friendliness, even when things need to move fast
Self-starter, able to learn new technologies “on the fly”
Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical issues

Preferred Skills:

BSc/MSc in Computer Science, Engineering or other science subjects
Experience in a Customer Service or software support role
Experience in mobile application development
Experience providing SaaS technical support for international customers