Flexible to accommodate urgent customer needs over weekends and public holidays
Perform tasks such as issues, deploying products, collecting artefacts for debugging
Provide high quality technical support by helping customers resolve issues including explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes
Documenting all support issue details while supporting customers to ensure details are available for all relevant parties
Work cooperatively with team members to arrive at issue resolution as per Service Level Agreement before escalating to engineering team
Contribute, maintain, and improve knowledge base articles, training materials, and other repositories of information
Report customer use cases, requirements, enhancement requests, and recommend fixes
Practice the give and take model of knowledge and experience exchange by sharing information to the team
Constantly improving job skills through participation in product, technology, and customer service training as it is made available
Participate in improving processes, communication, systems, etc.
Demonstrated Required Skills and Abilities:
Graduated with Bachelor's Degree in Computer Science or Engineering or equivalent technical experience
Able to communicate in English (written)
For Mac, Windows, Linux, iOS, or Android
Using one or more of C, C++, Objective-C, C#, Swift, Java, JavaScript
In Xcode, Visual Studio, Android Studio, or Eclipse
Ability to troubleshoot system issues
Fundamental understanding of computer architecture and low-level details of the programming languages used by the products you are supporting
Interest and experience in security a great advantage
Ability to work effectively with a remote team using modern, collaborative tools such as Microsoft Teams, Zoom, and Webex
Strong customer service skills ability to work with customers in a manner that is professional, compassionate, and effective
Ability to synthesize and clearly communicate complex technical issues to technical and non-technical audiences at all levels, both internally and externally
Onsite experience