Technical Support Engineer for a Web / Mobile application for US Company

You will work closely with Client Success and support them by providing Tier-2 client support for software technical issues and work with Engineering department to debug and resolve the issues.

RESPONSIBILITIES :

Provide technical support to internal and external users including customer service teams as well as clients and partners

Communication and coordination of feedback and inputs to the development team, mostly based in India

Assist QA lead with QA activities

Troubleshooting technical issues with minimal support from the development team

Speaking to internal and external customers to quickly get to the root of their problem

Propose workarounds to customers when the fix will take time to be released

Providing timely and accurate customer feedback

Following up with clients to ensure the problem is resolved

Supporting the roll-out of new applications

Providing support in the form of procedural documentation

Managing multiple cases at one time.

Testing and evaluating new releases

Propose new ideas and out-of-the-box solutions for a smooth operational process

REQUIREMENTS :

Bachelor’s degree in computer science or information technology

Work during the US hours (9 am to 6 pm central time)

3 to 5 Years of experience with tech support for a web-based business application along with a Mobile interface

Working knowledge with Linux, Java, JavaScript (React) MySQL, AWS

Proficiency in browser-based debugging, JSON format, REST API’s, database queries and logs

Experience with remote desktop applications and help desk software

Experience in ticket management tools like Clickup, Jira, Trello etc.

Experience in texting and communication-based applications is a plus

Certifications in Linux, Java, Web development, AWS are desirable but not required

Experience in using AI tools for day-to-day tasks

Have a development mindset to quickly scale into a developer with minimal training

Attention to detail and good problem-solving skills

Excellent interpersonal skills

Good written and verbal communication

COMPENSATION :

Market-rate salary commensurate with experience & skills

ABOUT THE COMPANY

Textellent is a fast-growing, high-tech company with a unique, patented Personalized Texting service (US Patent 9,756,487). We have won awards from Gartner, Sourceforge, SoftwareSuggest and others. Come join this exciting and fast-growing start-up and enter this evolving and exciting new field of business communication!