Technical Support Engineer I - Pune

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Skills you'll use

What you'll do

• 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 ppropriate.
• 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.

Who can apply

• 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.
• 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.

About Keywords Studios

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