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Technical Support Engineer
2 months ago
HeadSpin is a global omnichannel digital experience testing platform that helps enterprises optimize application performance with its data science capabilities. With a strong infrastructure availability of real devices across 90+ locations, the HeadSpin Platform enables manual and automated app testing with a wide range of devices, including both screen and screenless devices, such as mobile phones, desktop browsers, media players, audio devices, and even automotive systems.
We are seeking a skilled and motivated Technical Support Engineer to join our dynamic team. As a Technical Support Engineer, you will be responsible for providing excellent technical assistance and support to our customers. You will play a critical role in troubleshooting and resolving complex technical issues related to the HeadSpin platform. This is an exciting opportunity to contribute to the success of our customers and collaborate closely with our development and product teams. If you are currently in a technical support role at a B2B SaaS company, this is perfect for you
Working Hours:
This is a full-time position requiring 40 hours per week, the working hours for this position are Sunday - Thursday, 8:00 PM to 4:00 AM. Flexible working hours may be available upon further discussion.
What You’ll Do:
- Provide prompt and courteous Tier I technical support to customers via various channels, including phone, email, and chat
- Diagnose and resolve complex hardware and software-related issues reported by customers, following standard operating procedures and utilizing available resources.
- Escalate complex technical problems to the appropriate Tier II or III support teams while maintaining ownership of the customer's case until resolution.
- Document and maintain a comprehensive knowledge base of common issues and resolutions to enable self-service support resources.
- Provide timely and proactive communication to customers regarding the status of their technical inquiries and escalations.
- Accurately record customer interactions, technical issues, and resolutions in our ticketing system and update playbooks to maintain an updated database of customer inquiries and solutions.
- Educate customers on software functionality, features, and best practices to optimize their usage and enhance their overall experience.
- Stay up-to-date with the latest product updates, features, and enhancements to provide accurate and relevant information to customers.
- Collaborate with cross-functional teams, including developers, QA engineers, and product managers, to communicate customer feedback, reproduce and resolve issues, and contribute to continuous product improvement.
What You’ll Need:
- 3-5 years of experience
- Proven experience in a technical support role, preferably in a SaaS-based or software development environment.
- Strong knowledge of mobile applications, mobile operating systems (iOS, Android), and mobile testing concepts.
- Excellent problem-solving and analytical skills with a strong attention to detail.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
- Ability to thrive in a fast-paced, dynamic startup environment and manage multiple priorities effectively.
- Self-motivated and proactive attitude with a passion for customer success
Nice to Haves:
- Experience with testing tools, frameworks, and automation technologies.
- Prior experience working with mobile device emulators, simulators, or physical devices.
- Knowledge of programming languages such as Python, Java, or JavaScript.
- Familiarity with networking concepts
