Talent.com
This job offer is not available in your country.
Technical Support Engineer

Technical Support Engineer

BirdeyeGurgaon
20 days ago
Job description

Key Responsibilities :

  • Deliver high-quality technical support to global customers using voice, chat, and email channels.
  • Troubleshoot and resolve customer-reported issues related to SaaS products and integrations.
  • Utilize tools like Kibana, Postman, CURL, REST clients, FTP clients, and Jira to analyze and debug technical issues.
  • Execute and interpret MySQL queries for root cause analysis.
  • Handle support tickets end-to-end with attention to detail, clear communication, and a sense of urgency.
  • Maintain accurate documentation of issues, solutions, and best practices.
  • Collaborate with cross-functional teams including Engineering, Product, and Customer Success to escalate and resolve customer concerns.
  • Proactively identify areas of improvement in processes, customer communication, and documentation.
  • Participate in shift rotations covering US Central Time Zone hours, including weekend and holiday coverage as needed.

Requirements (Must Have) :

  • 5+ years of overall experience, including 1-2+ years in a SaaS-based product company supporting international clients.
  • Proven customer-facing experience providing technical support to English-speaking customers.
  • Proficiency in using HTML, running API calls using CURL, and working with tools like REST Client, Postman, Kibana, Jira, FTP clients.
  • Strong problem-solving and troubleshooting skills with a customer-first mindset.
  • Ability to read, write, and speak fluent English with excellent interpersonal and communication skills.
  • Hands-on experience writing and executing MySQL queries.
  • Strong phone etiquette, time management, and work ethic.
  • Bachelors degree in Computer Science, BCA, MCA, Information Systems, or Engineering, or equivalent practical experience.

    • Preferred Qualifications (Good to Have) :

  • Experience with upselling or cross-selling in a customer support environment.
  • Familiarity with Webhook and API integrations (e.g., Zapier).
  • Working knowledge of e-commerce platforms and payment systems such as PayPal, Stripe, CyberSource, etc.
  • Previous experience supporting merchant or transactional systems is a plus

    • (ref : hirist.tech)

    Create a job alert for this search

    Technical Support Engineer • Gurgaon