Technical Support Engineer

Description  We are hiring Technical Support Engineer,

Role:
. Act as the professional face of Helpshift, providing expert technical support to
customers, including Admins and Developers from SMBs to Fortune 500
companies.
. Guide customers on various topics, from dashboard training to SDK
integration troubleshooting.
. Manage and prioritize your queue of support issues, responding promptly to
customer submissions.
. Stay informed about current features and bugs, filing tickets when needed for
internal teams.
. Evaluate feature requests and escalate them to the Product team when
appropriate.
. Debug customer issues by reproducing them, gathering critical details for
escalation, and performing QA tests when required.
. Create and document solutions, best practices, and templated responses to
enhance internal and external resources.
. File bugs in JIRA, provide updates across time zones, and collaborate
internally to resolve issues effectively.
. Analyse crash logs, scripts, and API configurations to identify patterns and
escalate issues to developers.
. Identify sales opportunities or billing issues and escalate them to Sales,
Success, or Finance teams.
. Write scripts and tools to handle customer data requests efficiently.
About You
.

Experience:

2+ years of direct Enterprise B2B Tier 1 technical support or
customer operations experience.
. Technical

Skills:

Familiarity with REST APIs and scripting in Python or
JAVA, Basic knowledge of SQL.
. Time Management:
Strong ability to juggle and prioritize multiple tasks
independently.
. Communication:
Professional business writing skills to provide clear,
detailed responses and escalate issues when necessary.
. Process-Oriented: A proactive problem-solver who suggests and implements
process improvements.
.

Education:

Bachelor's degree in Computer Science or equivalent technical
and professional experience.