Technical Support Engineer

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. Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.