Technical Support Engineer

JoVE ( www.jove.com ) is a USA based company producing video solutions with the mission to advance scientific research and education. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders like Harvard, MIT, Yale, and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia, and India servicing clients in over 60 countries, we are seeking talented individuals to join our company.

We are seeking an experienced Technical Support Engineer to join our team, working closely with the global Support and Engineering teams. Your primary focus will be resolving critical issues and providing the Support team with tools and solutions to ensure JoVE customers receive the highest level of service possible. If you're passionate about pioneering solutions and want to shape our company's future through creative exploration of new possibilities, we want you on board.

Responsibilities Work directly with the Support and Engineering team to Triage and handle critical support issues or bugs. Tackle software debugging and identify code defects for remediation. Provide support to answer inquiries on products. Accept and handle technical requests. Collaborate with L2 teams to solve customer inquiries. Create, curate and maintain knowledge articles. Follow communication procedures, guidelines and policies. Provide accurate, valid and complete information by using the right methods / tools. Build sustainable relationships and trust with customers and other internal teams through open communication. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Performs other specific duties or assignments as directed by Team Manager.

Requirements :

3+ years of demonstrable experience in

technical

customer support. 2+ years of experience with web application frameworks such as PHP, Typescript, JavaScript, React, NodeJs, Symfony, Laravel, Wordpress, React, or similar. GraphQL experience is a plus. Excellent communication and interpersonal skills, verbal and written, are required to effectively and accurately communicate in English. Must have technical / diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills. Ability to communicate with both technical and non-technical personnel in a clear and easy fashion. Ability to work with minimal supervision and research using traditional and online resources. Good understanding of KPIs and Metrics. Embraces the concepts of Agile Scrum software development and its related collaboration and issue-tracking tools (e.g., JIRA, Rally) Embraces the concepts of ITIL and COBIT framework and its related collaboration and issue-tracking tools (e.g., Zendesk, Service Desk) Availability to work Eastern time zone - NY Time (8 AM to 5 PM)

Why Join JoVE?

A competitive compensation package including unlimited commissions on your sales You will make a direct impact in accelerating science research and education. Opportunity to work with global teams and in an environment that promotes innovation and collaboration. Our strong promotion from within culture draws a clear path to advance your career with us