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Technical Support Engineer (US Account)

FlairsTech
Maadi, Cairo
Posted 4 years ago
55Applicants for2 open positions
  • 48Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

Support Engineer who understands how to troubleshoot and resolve complex technical issues. S/he has superb customer facing abilities and is comfortable translating complex technical issues into language anyone can understand.

The Support Engineer will handle inbound escalations and be the primary escalation interface into our Engineering team. This role will directly own the internal and customer facing knowledge databases and enjoys both issue triage, as well as documentation.

About this role:

  • Provide efficient and accurate technical assistance to ensure customer satisfaction within our defined Support SLAs. Meets all KPIs, case NPS and ticket quality standards and team goals.
  • Work directly with customers via our ticketing system, chat, and conference call when necessary.
  • Provides escalated technical and triage support for other Support team and Customer Success department members. Successfully works with Engineering team for escalated ticket prioritization.
  • Actively contribute to our online knowledge database.
  • Works cross departmentally with Engineering, Product, and Services teams to align on new product and feature concepts and custom services project deliverables.

Job Requirements

  • College degree (CS degree preferred)
  • Fluent in English
  • 2+ years related experience preferred
  • Excellent communication and writing skills & with a strong customer focus
  • Working experience with ticketing system, Jira, and Teams or similar systems.
  • Proven analytical / problem solving ability under pressure.
  • Ability to communicate technical concepts effectively and comfortable translating complex technical issues into language anyone can understand.
  • Demonstrated ability to manage assigned initiatives to completion
  • Ability to work quickly and calmly to resolve technical issues under pressure.
  • Available for a rotation of 24/7 on-call availability via Pagerduty.

Technical experience:

  • SaaS and API developer support experience strongly preferred
  • Basic familiarity with Mobile app programming languages:
    1. -Swift programming language for iOS SDK debugging
    2. -Java programming language for Android SDK debugging
  • Working knowledge and experience using HTML, XML, CSS, and Google inspect element via browser for front end debugging
  • Working knowledge and experience using REST APIs and clients like Postman
  • Working knowledge of the use of regular expressions to write SQL queries for backend data validation.
  • Familiarity with AWS S3 or other cloud systems
  • Working knowledge of Terminal or command line to extract data or search log files
  • Familiarity with proxying services to debug data sent from client to server

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