Technical Support Engineer

We are looking to hire a motivated, professional and service-minded individual to join our team in the role of a Technical Support Engineer. This role is a great opportunity to work within a flexible and collaborative environment as part of a growing SaaS company. In this role, you will provide technical support for Zmags' three SaaS platforms, Publicator, Fastr Frontend and MINIBC.

Our ideal candidate is a high-energy, high-performing individual with a desire to learn. You must enjoy working with customers and colleagues, be motivated, and have strong technical and communication skills.

• Respond to customer inquiries and technical problems through phone, email, and chat.
• Listen and understand customer needs and proactively support finding solutions in a manner that improves overall customer satisfaction.
• Provide technical support, including troubleshooting issues, fault diagnosis, and providing resolution to customer issues within the Service Level Agreement (SLA) and targets.
• Identify software bugs and feature requests, and coordinate with the relevant team for handling.
• Contribute to the development of the internal knowledge base and customer solution portal.

• Bachelor's degree in computer science (or similar) preferred.
• Strong technical skills (MySQL, PHP and JavaScript).
• Strong verbal and written communication skills.
• Critical thinking, analysis, troubleshooting, and problem-solving expertise.
• Ability to explain technical issues to technical and non-technical employees and customers.
• Strong understanding of HTML/CSS.
• Familiarity with Zendesk.
• Familiarity with subscription or payment platforms is a plus.
• Experience working on e-commerce platforms.
• Work timings would be 4:30 PM to 12:30 AM.