Technical Support Engineer

About the role

We are hiring Technical Support Engineer, Role:  Act as the professional face of Helpshift, providing expert technical support to customers, including Admins and Developers from SMBs to Fortune 500 companies.  Guide customers on various topics, from dashboard training to SDK integration troubleshooting.  Manage and prioritize your queue of support issues, responding promptly to customer submissions.  Stay informed about current features and bugs, filing tickets when needed for internal teams.  Evaluate feature requests and escalate them to the Product team when appropriate.  Debug customer issues by reproducing them, gathering critical details for escalation, and performing QA tests when required.  Create and document solutions, best practices, and templated responses to enhance internal and external resources.  File bugs in JIRA, provide updates across time zones, and collaborate internally to resolve issues effectively.  Analyse crash logs, scripts, and API configurations to identify patterns and escalate issues to developers.  Identify sales opportunities or billing issues and escalate them to Sales, Success, or Finance teams.  Write scripts and tools to handle customer data requests efficiently. About You  Experience: 2+ years of direct Enterprise B2B Tier 1 technical support or customer operations experience.  Technical Skills: Familiarity with REST APIs and scripting in Python or JAVA, Basic knowledge of SQL.  Time Management: Strong ability to juggle and prioritize multiple tasks independently.  Communication: Professional business writing skills to provide clear, detailed responses and escalate issues when necessary.  Process-Oriented: A proactive problem-solver who suggests and implements process improvements.  Education: Bachelor's degree in Computer Science or equivalent technical and professional experience.

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