Role: Technical Support Professional

Location: Shoreditch, London, UK

Hours: 8am to 5pm

Client: US Saas Company (HQ – Palo Alto)

Reporting to: Global Product Support Senior Manager (based in US)

Hey you there!

  • Do you thrive in an international startup?
  • Are you an experienced technical support professional who thrives solving problems and educating others in your team and customers?
  • My client has offices in California, London, Europe and India and this role will be part of their Global Technical Support Team.
  • They are looking for someone who apart from technical prowess, has a keen eye for detail, customer-oriented, hands-on, effective communicator and driven problem solver.

Day to day activities include:

  • Lead all levels of technical support cases (e.g. basic user questions, issues requiring more in-depth technical knowledge)
  • Investigate problems experienced by customers, examine incident tickets and analyze log files to discover root causes for each issue and respond with a solution
  • Manage technical issues and incidents to completion involves periodically working standby hours
  • A lot of teamwork. Whether with Engineering team on all escalated technical issues and Development teams to resolve incidents.
  • Create clear and effective communication channels while working with internal teams (developers, operations, product owners, scrum masters and other stakeholders) and customers
  • Report bugs, product gaps and incomplete documentation to improve customer satisfaction.
  • Conduct internal training for Support and internal teams.
  • Perform technical certifications of customer integrations before launch
  • Take on customer-facing documentation and actively contribute to both customer knowledge base


Ideal skills:

Technical skills

  • Minimum 2 years’ experience in a Technical Support role within Saas space
  • Have technical aptitude in web technologies, such as REST, JSON, Javascript, HTML, CSS, Java, JQuery, Angular JS, HTTPS
  • Understand how to tackle Web and Mobile applications, APIs and source code
  • Experience with log file analysis.
  • A plus if you are familiar with Zendsek, JIRA and Salesforce
  • Would also be a plus if know some coding (not a deal breaker)

Soft skills

  • Proactive, forward thinking, problem solver so as to see through and create improvement in workflow and efficiencies
  • Thrive in a multicultural and geographically diverse organization (yay to different time zones)
  • Excellent analytical, quality and conceptual skills
  • Effective communicator in spoken and written English
  • It is desirable if you have a constant curiosity to learn and a fast learner
  • Have a structured and detailed approach to work plus a hands-on mentality
  • You can be both team player + perform individually
  • Never slowing down and seek continuous personal development
  • Available for standby hours when required

JOB ID: 1060

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