WE ARE LOOKING FOR A

Technical Support Engineer

This position will report to Head of Customer Success

RESPONSIBILITIES

  • Act as Kaddra product specialist across the suite of offerings, supporting the customer success team.
  • Resolve Level 2 issues or reproduce and document clearly for Level 3 to be able to investigate.
  • Take overall ownership of technical issues, and working with different teams resolve more advanced issues when necessary.
  • Ensure support service level agreements (SLAs) are managed and met.
  • Provide Product Training to the Customer Success and Sales teams.
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
  • Provide fault isolation and root cause analysis for technical issues.
  • Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
  • Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Ensure customer facing documentation is kept up to date and relevant.
  • Identify common customer challenges and actively suggest better solutions.
  • Coach the customer success team to be product experts.
  • Document knowledge/experience/feedback gained during the interactions with our customer success team and share them proactively with the Sales and Product teams.
  • Monitoring the production environment with DataDog, AWS, Rollbar. 
  • Analyse complex logs and and identify the root cause.

KEY PERFORMANCE INDICATORS

  • Successful resolution of customer issues (On time, without escalation, specified quality parameters and with utmost CSAT).
  • Pro-active communication with Customer Success team to manage expectations.
  • Contribution to the development of service delivery.

SKILLS AND EXPERIENCE

  • 4+ years relevant work experience in a Technical Support Engineer role in a SaaS business. 
  • 2+ years support products on Amazon Web Services
  • Can query Databases using T-SQL
  • Familiarity with HTML, JSON, CSS, XML
  • Modern helpdesk tools like Freshdesk, Zendesk & Intercom
  • You are mobile savvy
  • You are articulate and poised with a clear and concise, spoken and written communication in English
  • Strong track record of navigating within large and mid-market organizations
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
  • Strong interpersonal skills and experience building strong internal and external relationships
  • Proven track record of highly-professional customer service in a dynamic, start-up environment
  • You are flexible, adaptive, and resilient
  • Must be proficient with modern collaboration tools such as Slack, G-Suite, Trello

  • APPLY NOW
  • Location: SINGAPORE

  • Job Function: Technology

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