A Technical Support Engineer serves as an expert for our product, VWO, and associated web technologies. This is a high-profile customer-facing technical role to find solutions to issues faced by customers with our products and help them work through technical difficulties. The Support Engineer is the technical interface between our customers and VWO’s Development/QA and Product management teams.
Job Responsibilities:
- Provide technical support to customers via email, chat and phone calls.
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
- Regular and proactive follow-ups with customers with recommendations, workarounds, updates, and action plans.
- Log software defects using a bug tracking system and work closely with software developers to analyze the defects and track them to resolution.
- Create internal or external knowledge base articles/whitepapers.
- Work with the product management team to continuously evolve the product based on customer feedback, reported issues, and new trending technologies.
Professional Competencies:
- Good understanding of web applications, HTML, JavaScript, CSS and JQuery.
- Prior experience in supporting enterprise customers.
- Demonstrated excellence in working with high tech, cross-functional, and multidisciplinary teams.
- Outstanding communication, understanding, and writing skills.
- Ability to analyze logs to understand the issues, and have a thorough flair for learning new technologies.
- Well organized with utmost care to detail, along with good comprehending skills to address issues.
- Proactive and results-oriented, with strong prioritization skills and ability to work with multiple customers.
Desired Skills & Experience:
- Min 2 to 6 years experience in a customer support role.
- Bachelor’s degree, Computer Science related.
- Good understanding of web applications, HTML, JavaScript, and CSS.
- Strong problem-solving skills.
- Strong written and verbal skills.
Job Location: Fully Remote
Job Timings -
9 PM to 5 AM IST - Permanent Night Shift ( No. of vacant roles - 1)
6 PM to 2 AM IST - Permanent Night Shift ( No. of vacant roles - 1)
5 AM to 1 PM IST - APAC Shift ( No. of vacant roles - 1)
Wingify is a remote-first company with employees spread across India. We offer competitive compensation, health insurance for employees, and their dependents, and incredible learning opportunities within tight-knit teams.