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Senior Technical Support Engineer at Helpshift
San Francisco, CA, US
Helpshift bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Xfinity Home, Microsoft, Tencent, Supercell and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly.
At Helpshift you’ll have the opportunity to work with today’s leading B2C brands as they begin their journey to provide the customer support experience that their customers want and need. We’re looking for self-starters to join us in revolutionizing customer relations from our downtown San Francisco office. If you’re passionate about providing “white-glove” level business-to-business technical support and excited to represent cutting edge mobile-first asynchronous messaging, Bots, and AI, we’re the team for you!

About the Role

    • You’ll be the professional face of Helpshift for our customers when they have need Technical Support communicating directly with customers who are Admins and Developers from SMB to Fortune 500 companies.
    • You will offer expert guidance on subjects ranging from Dashboard training to the investigation of SDK integration issues.
    • You will conscientiously manage your queue of support issues and respond to new customer submissions.
    • You will familiarize yourself with current features or bugs and file new tickets on behalf of your team members when needed.
    • You will evaluate use-cases for feature additions and escalate valid requests to the Product team for consideration.
    • You will Debug customer issues by reproducing them on devices, gathering helpful information for escalation, and even QA them as needed.
    • You will collect and document solutions and best practices to add to internal (Salesforce and Confluence) and external resources, including generating templated responses.
    • You will file bugs in JIRA, provide updates to teams across time zones, and collaborate internally to identify solutions that you’ll convey directly to our customers.
    • You will identify common patterns in crash logs, scripts, and API configurations and escalate issues to developers.
    • You’ll help identify sales opportunities or billing issues and escalate to Sales, Success, or Finance teams as appropriate.

About You

    • 5+ years of direct experience providing Enterprise B2B Tier 1 technical support or engineering operations
    • Basic working knowledge of REST APIs and scripting in Ruby or Python
    • Experienced at juggling tasks and prioritizing across multiple tasks independently using your own well-honed time management skills and prioritization methods
    • Professional business writing skills to answer all customer questions with precise, detailed information and, when in doubt, prompt escalation for verification
    • Process follower and optimizer who proactively volunteers improvements when they’ll be feasible and impactful
    • Bachelor’s degree in Computer Science, or technical and professional equivalent experience required
Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.