INTL - India,, Mexico, and Romania - SAAS Technical Support Eng

A customer experience and support organization at a large software company is looking for a Technical Support Engineer to join a growing team. This person will support a SAAS platform.



The position provides developer-to-developer support to answer source code level questions, to assist customers troubleshoot configuration and integration challenges, and to provide architectural guidance. The position offers an opportunity to work with many different technologies and architectures, to have a direct impact on customer success. You will work directly with customers and have strong analytical, organizational, time management, and communication skills; thrive in a team environment.



Day to Day:

·Research and resolve customer facing issues related to Web Services API implementation and or application development code for push notification

· Provide Sample Code, SDK Kits, Best practices, knowledge base articles and implementation strategies

· Work with Support to troubleshoot issues and liaise with Production Support and Engineering as necessary to resolve issues.

· Maintain a detailed understanding of product architecture, technical components and application functionality

· Leverage your knowledge of the product to achieve subject matter expert status

· Ensure that the highest level of client satisfaction is achieved through prompt resolution of client issues

· Proven ability to mentor and display leadership and ownership of issues

· Set up and document troubleshooting procedures for new product features

· Responsible for creating knowledge base articles for both internal and customer facing solutions

· Provide on-going training to Support team members

· Provide tools to assist support teams in resolving issues more efficiently

-Experience in supporting software applications

-Excellent verbal and written communication skills

- Outstanding interpersonal and telephone skills (collaborate in zoom on phone to solve problems)

- Ability Creating API call and view code (team uses postman)

- Working knowledge of relational database management systems with the ability to write and debug SQL queries (logged info is stored in database, have to look for information) --

- Strong problem solving skills

- Ability to function and thrive in a team environment

- Proficiency writing and debugging SOAP and REST APIs (plus)

-Basic working knowledge of Linux/Unix (plus) -- moving to elastic search (Kibana)

-Familiarity with SDK, Android studio and/or Xcode and mobile app development

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.