Technical Support Engineer – AI/ML Startup – JavaScript / SQL
The Technical Support Engineer (TSE) is the primary contact for customers on support issues and product queries. The TSE works on all issues pertaining to products & services for a variety of customers ranging from small & mid segment to large enterprise.
Experience
Minimum experience of 1-3 years in a product support business interacting with English speaking customers over calls, emails, chat preferably US based
Qualification
- Must have good verbal and written communication skills in the English language.
- Problem-solving skills and good troubleshooting acumen
- Passion for technology and aptitude to ramp up on technical and business concepts.
- Be able to work in high visibility, high pressured scenarios
- Willing to work in rotational 24/7 support shift model, On-call rotation and work off hours as required
- Good level familiarity with using a ticketing and tech support platforms such as Zendesk, Freshdesk, and Salesforce
- Collaborate across teams to identify root cause for technical issues
- Collaborate and work closely with core engineering teams daily
- Own and drive technical issues through to resolution
- Proficient with technical problem-solving methodologies
- Ability to effectively communicate technical details to all audiences
- Excellent communication and interpersonal skills
- Strong organizational and time management skills
Technology Stack
Frontend:
Must have
- Javascript, HTML5, CSS3, JQuery,
Database:
Must have
- Working knowledge of SQL queries
- Anyone or more of the following databases Mongo, Postgresql or any other NoSQL DB knowledge
Must have:
- Basic networking concepts.
- Basic Linux terminal commands
- Knowledge of various HTTP headers, cookies, web APIs, web servers, SSL
- Knowledge of troubleshooting tools such as curl, postman, fiddler, chrome debugger etc.
Responsibilities
The responsibilities for this role include but are not limited to:
- Interacting with customers using the telephone, email, and chat services to resolve support incidents
- Contact and resolve customer issues within the target service level agreements
- Scope and document customer incidents with troubleshooting, root cause, and resolution information
- Follow the internal processes, policies, and guidelines on collaboration, escalation & communication
- Contribute to the internal and external facing knowledge base for faster resolution of incidents
Write to deepa.m@careerxperts.com to get connected!
Job Location
Bengaluru
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