
Support Engineer
2 weeks ago
Support Engineer
About the Role
We are looking for a highly skilled and experienced Technical Support Engineer to join our team. As a Technical Support Engineer, you will play a crucial role in ensuring that our customers receive timely and effective support.
Your Key Responsibilities
- Provide multi-channel support to customers via email, chat, and calls, ensuring timely and effective issue resolution.
- Create and manage tickets on Freshdesk, ensuring proper categorization and escalation when needed.
- Maintain and continuously update support documentation, FAQs, and troubleshooting guides.
- Build integrations and automation for clients using no-code tools like Zapier and Pabbly to improve workflows.
- Collaborate with the engineering and product teams to report bugs, suggest improvements, and test new features before release.
- Assist in onboarding new customers by guiding them through setup and best practices.
- Analyze recurring customer issues and propose solutions to reduce support load.
- Provide insights on customer pain points and feedback to help drive product improvements.
Requirements
- Bachelor's Degree in Computer Science/Engineering (Software, Electrical, Electronics) or equivalent practical experience.
- 2-3 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles.
- Experience with ticketing tools like Freshdesk or Zendesk.
- Familiarity with Slack, Google Sheets, and general workflow automation.
- Excellent English communication skills (written and spoken), with a customer-centric approach.
- Highly organized, detail-oriented, and proactive in improving support processes.
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