Technical Support Engineer

Roles And Responsibilities

Provide support to customers via phone and email leveraging internal resources.
Triage and troubleshoot cases coming in from customers.
Document all customer customer requests, contact information, and support issues in the ticketing system.
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Maintain a high level of Customer Satisfaction.
Demonstrate empathy, patience and responsible judgement with every customer to ensure the best and most appropriate outcome based on each situation.
Track system issues through to resolution, within agreed time limits Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Work as a team to deliver exceptional Customer Experiences in each support interaction

Job Requirements

3- 5 yrs of hands-on support experience with global customers in the Product Support space.
Bachelor's Degree in Engineering, Computer Science, or related technical field.
Working knowledge of Hubspot or other ticketing systems is preferred.
Clear, concise, and effective written and oral communication skills.
Ability to provide step-by-step technical help, both written and verbal
Ability to diagnose and troubleshoot basic technical issues
Hands-on experience with Windows/Linux/Mac OS environments
Deep understanding of RESTful APIs and service endpoints.
Empathy towards customers and understanding their needs.
Experience in SaaS or other tech startups is a plus
Experience in native mobile development with React and Flutter on either Android or iOS platforms
Hands on Mobile SDKs
Knowledge and experience with geospatial tools is a plus
Customer-first attitude with a strong sense of empathy and excellent follow-up skills
Team player--supportive to product support lead, collaborative, sharing newly learned knowledge with one another, and filling in for one another as needed
Flexibility in working in US shift and weekends.