Senior Technical Support Engineer

Join a leader in enterprise conversations and revolutionize customer engagement!

This is a US-based remote opportunity – work from home full-time!

As a Senior Technical Support Engineer, you will be working for our client, a global leader in communication solutions. You will be responsible for providing exceptional support to enterprise-level customers, leveraging your expertise in cloud technologies and troubleshooting skills.

Your main responsibilities: Act as a Subject Matter Expert (SME) in Open Platform, specializing in Java, JavaScript, iOS/Android dev languages (Kotlin, Swift), SDK, and APIs

• Troubleshoot and resolve complex technical issues raised by customers, ensuring timely resolution within SLAs
• Serve as the primary point of contact for customer issues, liaising between customers, Product Management, Engineering, and other internal teams
• Provide insights and feedback to development and service teams for recurring issues
• Collaborate with product developers, building knowledge in support, troubleshooting tools, and methodologies
• Communicate via chat channel for new and existing issues, ensuring speedy resolution
• Analyze recurring issues and contribute to the development of better customer support tools and solutions
• Mentor and educate team members, empowering them to handle technical escalations effectively
• Be comfortable with 24/7 shift work and on-call duties to address critical customer issues

You’re ideal for this role if you have:

• Minimum of 3 years of experience as a Tier 3/4 Support Engineer or equivalent customer-facing position.
• Extensive experience supporting enterprise-level customers, preferably with Fortune 500 organizations.
• Proven expertise in analyzing, troubleshooting, and providing solutions for complex technical issues.
• Strong knowledge of web technologies and protocols.
• Proficiency in troubleshooting APIs, SDK, Mobile environments, and services.
• Excellent oral and written communication skills in English.
• Resilience to work in a fast-paced environment and meet tight timelines.
• Strong service orientation and interpersonal skills.
• Willingness to be on-call for high-severity issues.
• Proactive self-learner with a strong desire to acquire new knowledge.

Preferred Qualifications:

• Understanding of modern programming languages and supportive frameworks.
• Experience with JS Frameworks (React, jQuery, Angular, Polymer), Mobile development languages (Kotlin, Swift, Dart), and REST clients.
• Proficiency in scoping and trends analysis using databases and monitoring tools (Grafana, Graphite) and logging systems (Kibana, Splunk, logstash, etc.).
• Bachelor’s degree in a related field.

#GETREADY  to meet with us!

We would like to meet you. If you are interested please apply and attach your CV in English or Polish, including a statement that you agree to our processing and storing of your personal data. You can always also apply by sending us an email at recruitment@itds.pl.

Internal number #7081