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Technical Support Engineer at Helpshift
Pune, IN
Helpshift is looking for a highly skilled Senior Technical Support Engineer to be the first point of contact for support in our Pune office. All support activities are coordinated between our San Francisco and India offices. You will be conversing with our customers who are Admins and Developers from companies that use Helpshift as their customer support platform. Subjects range from Dashboard training to the investigation of SDK integration issues.
You have an excellent command of written English, and 4+ years of senior-level experience in “white-glove” business-to-business technical support or engineering operations. A bachelor’s degree in Computer Science, or a technical equivalent, is required. You will need to have a basic understanding of REST APIs and/or scripting (Ruby, Python).

RESPONSIBILITIES

    • First point of contact for customers to reach out to for help during 9:30am to 6:30pm IST.
    • Assist team members in looking up info on current features or bugs, and file any new tickets on their behalf.
    • Debug issues by reproducing them on devices, gathering helpful information for escalation, and QA as needed.
    • Evaluate use-cases for feature additions and escalate valid requests to product for consideration.
    • Collect solutions and best practices to add to internal and external resources, as well as canned responses.
    • File bugs in JIRA, provide updates to teams across time zones, and discuss solutions to convey to customers.
    • Update Salesforce and Confluence with valuable customer information gathered during support processes.
    • Identify sales opportunities or billing issues and escalate to Sales, Success, or Finance teams to handle.
    • Escalate emergencies and coordinate any conferences needed with customers.
    • Note common patterns in crash logs, scripts, and API configurations to expedite issue escalation to developers.

EXPECTATIONS

    • Have a basic understanding of scripting and working with REST APIs.
    • All work must be thoroughly checked for errors in grammar, spelling, and syntax.
    • Answers to questions must be correct in all details given, and when in doubt, escalated for verification.
    • Follow established processes and proactively volunteer improvements where they may be needed.
    • Be able to juggle projects/tasks independently, using honed time-management skills with prioritization methods.
    • Must convey a thoughtful, friendly tone when facilitating the highest quality “white-glove” support to keep customers calm and pleased with our service. Set an example for excellence with Helpshift.