Product Support team plays key role of our operations to support applications used by both internal and external users. Members of this team are required to troubleshoot and analyze issues reported by users and assist in the resolution and escalation of issues.

The successful candidate would be responsible for ensuring the success of our customers by effectively providing dependable and timely resolution to all product-related technical issues. The candidate is expected to be self-motivated, proactive, results-oriented, and able to provide a high level of customer satisfaction through the delivery of world-class technical support services. Engineers may interface with technical implementation teams which include Product Engineering, Infrastructure team, and Product Management group to work through complex software functional issues and product defects.

Key Responsibilities:

• Taking accountability of customer issues reported and seeing problems through to resolution.
• Acknowledging and resolving customer issues with effective time management.
• Communicating with customers to share updates through email, phone, and chat support.
• Know our product offerings and become a Solution expert, so that you can answer customer questions.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with internal teams as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Work as part of our extended support team during escalations or high-volume intervals in a startup atmosphere.
• Act as a product evangelist to build awareness and understanding.
• Support configuration, upgrades, installations, and maintenance operations as needed.
• Document common issues in the form of knowledge base tech notes.
• Function as the technical subject matter expert to one or more products.

Requirements:

• MS/BS degree in Computer Science, Engineering or equivalent preferred.
• Ability to diagnose and troubleshoot systems/applications developed in Java/scripting, C#, T-SQL languages is required.
• Ability to troubleshoot jobs, stored procedures, functions in MS SQL Server is required.
• Prior experience with Cosmos DB is highly desired.
• Familiar working with and troubleshooting Webservices, IIS, JSON, and REST APIs.
• Ability to diagnose and troubleshoot systems/applications developed in NoSQL, python scripting is plus.
• Experience troubleshooting applications on cloud platforms, preferably Azure is highly desired.
• Experience with Azure Application Insight is highly desired.
• Experience in troubleshooting Docker, Kubernetes in Azure cloud is plus.
• Experience in troubleshooting iOS & Android mobile apps is highly desired.
• Have an excellent command of verbal and written skills in the English language.
• Skilled at working effectively with cross functional teams in a matrix organization.
• Ability to think and act strategically.
• Excellent problem-solving and Proven work experience on Customer Service.
• Have a can-do positive attitude to problem-solving.
• Strong analytical and troubleshooting skills.
• Ability to manage multiple cases at one time.
• Ability to work under minimal supervision, adhere to deadlines and effectively collaborate in a team environment.
• Ability to provide step-by-step technical help, both written and verbal.
• Be willing to flexible working hours to address customer and project needs.
• Be a self-starter with a passion to learn new products to ensure customer satisfaction.

Additional Notes:

* MUST work from Office

* Working Hours: Match USA working hours, 8 am to 5 pm EST.