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Technical Support Engineer – AI/ML Startup – JavaScript / SQL

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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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