Technical Support Specialist

6 days ago

Sunnyvale, California, United States eGain Corporation Full time
Job Title: Technical Support Engineer

eGain Corporation is seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing advanced application support for our enterprise-level SaaS application.

Key Responsibilities:
  • Provide high-level support for complex issues in our SaaS application, ensuring swift and effective resolution.
  • Analyze code using Eclipse to diagnose and troubleshoot application issues.
  • Investigate UI-related issues using tools such as HTTP watch, Fiddler, etc.
  • Apply strong analytical and problem-solving skills to identify the root cause of issues and implement solutions.
  • Collaborate with internal departments and offshore teams to resolve issues in a timely manner.
  • Participate in on-call rotation and be available to address urgent issues outside of regular working hours as needed.
  • Provide timely and clear updates to internal stakeholders and customers regarding issue status and resolution.
  • Contribute to the continuous improvement of support processes, tools, and documentation.
  • Document technical issues, resolutions, and troubleshooting procedures for future reference.
Requirements:
  • Bachelor's degree in STEM or equivalent work experience.
  • 3 to 5 years of experience in application support, with a focus on enterprise-level SaaS applications.
  • Knowledge of Java, JavaScript, and MySQL.
  • Proficient in UI debugging and troubleshooting.
  • AWS Certifications or hands-on experience working with SaaS applications built on AWS.
  • Excellent problem-solving and analytical skills.
  • Strong verbal and written communication skills.
  • Ability to work independently and in a team-oriented environment.
Our Hiring Process:

eGain Corporation's hiring process is designed to be efficient and effective. The process includes a written test and a panel interview. We will let you know within 2 business days of your taking the test if you have progressed to the interview stage.

The base salary range for this position is $70,000 to $100,000. Your base salary will be determined based on your location, experience, and the pay of employees in similar positions. Performance-based bonuses are tied to individual and company performance. Comprehensive benefits package, including health insurance, retirement plans, and paid time off. Restricted stock or stock option grants, subject to company policies and performance.

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