Senior Technical Support Engineer

2 weeks ago


Jacksonville, United States Deque Systems Full time


Department

Technology and Hosting Operations

Position type

Full Time

Work Type

Full Remote, Hyderabad, India

Position Description

As a Senior Technical Support Engineer at Deque, you will play a crucial role in supporting our products, mentoring team members, conducting internal training, communicating with customers, and sometimes delivering product demos. Your major contributions will focus on customer support, creating a knowledge base and resolving tickets related to Deque's products.

Apply Now

Primary Responsibilities

  • Provide exceptional support for Deque products, ensuring customer satisfaction.
  • Review and resolve tickets raised by customers on Deque's products.
  • Mentor and guide junior support engineers, fostering their growth and development.
  • Conduct internal training sessions to enhance the technical skills of the support team.
  • Communicate effectively with customers, addressing their concerns and providing timely solutions.
  • Prepare and deliver product demos to showcase Deque's solutions to customers when needed.
  • Collaborate with cross-functional teams to ensure seamless support and knowledge sharing.
  • Contribute to the development and improvement of support processes and documentation.
Requirements
  • At least 5 years of experience in a technical support or customer-facing technical role.
  • Strong problem-solving skills and the ability to troubleshoot complex technical issues.
  • Excellent communication and interpersonal skills, with a customer-centric approach.
  • Basic knowledge of web development (JavaScript, HTML, frontend frameworks like React, Angular, Django) and/or backend development (Java, C#, Node.js, Python, PHP, Ruby).Basic understanding of Android and iOS application frameworks is a plus.
  • Familiarity with automated testing technologies such as Selenium and WebDriver is a plus.
  • Good understanding of CI/CD pipeline components.
  • Ability to mentor and train team members.
  • Bachelor's degree in Engineering, Computer Science, MIS, or a comparable field is preferred.

Job Timings: US Eastern Time, 8 AM to 6 PM. Hours may change based on customer requirements.



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