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Technical Support Engineer
Confirmed live in the last 24 hours
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
JavaScript
JIRA
C/C++/C#
HTML/CSS
Java
Management
MongoDB
Oracle
Research
Salesforce
SQL
Python
Zendesk
Requirements
  • 2+ years in direct customer-facing support, professional service, or customer success roles
  • At least 1-year of experience in Web Scripting languages (Javascript, HTML, CSS, C, C++, Java, Javascript, Python)
  • At least 1-year of experience troubleshooting web applications
  • At least 1-year of experience with Database technologies (SQL, MongoDB, Oracle)
  • Experience with working with Support Ticketing Tools: (Zendesk, JIRA, Freshdesk)
  • Familiar with APIs and understand how to use them
  • Familiar with troubleshooting modern web apps
  • You have a good energy that contributes to a positive work environment and a great customer experience
  • You have professional customer service soft skills and have compassion for the customer
  • You proactively implement/execute new ideas when you see something can be improved or created
  • You enjoy working with different functions both internally and externally as you can appreciate each role and bring different perspectives into your discussions
  • You are passionate about technology and want to keep advancing your career in a technical role
Responsibilities
  • Troubleshoot and diagnose technical issues experienced by Simpplr customers post-implementation
  • Coordinating with Product, Engineering, and Customer Success on outstanding tickets to ensure rapid resolution
  • Proactively working the support ticket queue and managing customer expectations on resolution time
  • Promptly escalate unresolved issues to appropriate internal teams
  • Conduct research on complex cases and contribute to Knowledge Management initiatives
  • Review, triage, and escalate customer-reported bugs and feature requests
  • Drive improvements in our support processes by tracking trends and reporting on key performance metrics
  • Investigate/explore/debug the code and provide insight into technical issues
Desired Qualifications
  • Knowledge of Salesforce / Salesforce Platform / APEX Coding is a plus
Simpplr

201-500 employees

AI-powered employee experience platform