Quizizz - Technical Support Engineer - IT Operations

What you'll do :

• Troubleshoot, triage, and qualify technical cases before escalating to Engineering by assessing severity, business impact, and required expertise, and systematically organizing issues for efficient resolution.
• Lead root cause investigations by gathering comprehensive diagnostics, obtaining relevant logs, and replicating reported bugs to ensure thorough analysis.
• Communicate clearly and proactively with both technical teams and customers, including joining calls with Customers, Engineering, and Product as needed to ensure full context and set accurate expectations.
• Identify repeatable manual processes in support and collaborate on developing scripts, self-serve tools, and streamlined workflows to reduce bugs ticket volume and improve resolution times.
• Create and maintain robust knowledge bases, troubleshooting guides, and FAQs for both internal and external audiences.
• Work closely with Product and Engineering teams to address recurring technical issues, driving systemic and long-term fixes to improve the overall product you are :
• You must have at least 2+ years of experience in technical support or product support for SaaS, web, or mobile applications.
• Experience triaging, qualifying, and resolving technical issues within a support or engineering environment.
• Strong API debugging, Deep tech troubleshooting & backend logic understanding.
• Excellent written and verbal communication skills, capable of explaining technical issues to both technical and non-technical stakeholders.
• Comfortable participating in calls with customers, engineering, and product teams to clarify complex scenarios and set expectations.
• Experience in creating high quality documentation, troubleshooting guides, and FAQs for both internal and customer-facing purposes.
• You have prior experience / exposure to QA, automation & Scripting.

(ref : hirist.tech)