Technical Support Engineer


TECHNICAL SUPPORT TEAM

THE CHALLENGE

In this role you’ll be required to understand the technical details of the product, the user features, and the use cases of our customers. You will be ensuring that the released products are of high quality, customers find value in the products, and get technical help when they need it.

We are looking for somebody who is a passionate problem solver that genuinely cares about the customer experience.


DETAILS



  • Work within our Support Portal (Zendesk) and maintain key metrics including: initial response time and ticket creation to resolution time;

  • Work to troubleshoot problems in real-time, interacting with customers (through emails, phone calls and screen shares) as well as internal resources to deliver maximum customer satisfaction;

  • You will use your JavaScript or Java programming skills to help our customers find the maximum value in their Cloud Elements solution;

  • You will have a strong knowledge of APIs and Web Services including REST, SOAP and XML;

  • Identify, verify, and reproduce difficult to solve customer problems that may come from multiple sources and work through those issues to resolution with the appropriate team;

  • Review requirements and technical design documents to provide timely and meaningful feedback to our Customer Success Architects for custom work.

  • Identify, record, document and track bugs to resolution.

  • Document and publish new knowledge articles for Cloud Elements clients or for Cloud Elements employees.



ABOUT YOU



  • Nice to have: BS/MS in Computer Science or equivalent technical program;

  • Must have: at least 1 year of previous experience in a technical role (software development experience and/or technical support or QA experience);

  • English – advanced level, both written and spoken;

  • API knowledge. Adept at reading and understanding API Documentation;

  • Experience with JSON / XML is a big plus;

  • Experience with a query language is a plus;

  • A good understanding of JavaScript or Java;

  • Knowledge of SaaS, IaaS industry, API development and Cloud companies;

  • Outstanding communication skills, customer service skills and business acumen;

  • Passionate about troubleshooting and root cause analysis;

  • Availability to work in shifts (including night shifts and weekends).