Technical Support Engineer

We're seeking a skilled and customer-centric Technical Support Engineer to join our team in this exciting 0-to-1 phase of growth. You will be integral to building a global SaaS product from India, working closely with both customers and the internal team to ensure the highest standards of technical support and customer satisfaction.

Outcomes Expected

• Provide top-tier technical support to customers, resolving issues swiftly and thoroughly.
• Maintain and improve response times and resolution rates to ensure customer satisfaction.
• Document and create a knowledge base of common issues and troubleshooting guides.
• Collaborate with the product and engineering teams to communicate user feedback and contribute to ongoing product improvements.

Responsibilities

• Serve as the primary technical contact for customers, addressing inquiries and resolving technical issues efficiently.
• Diagnose, troubleshoot, and resolve customer-reported issues with prompt escalation as necessary.
• Guide customers through the setup, configuration, and optimization of Plotline's solutions to ensure successful implementation and usage.
• Track, analyze, and report on support metrics (e.g., response times, resolution times) to continually improve service quality.
• Document and share knowledge within the team, creating and maintaining an accessible repository of resources for common issues and resolutions.
• Act as a bridge between customers and product teams, providing feedback and insights to improve Plotline's offerings.
• Conduct root cause analysis for recurring issues, working with cross-functional teams to implement long-term solutions.

Requirements

• Proven ability to own customer technical issues from start to finish with a proactive, results-oriented approach.
• Strong analytical and problem-solving skills, with a knack for troubleshooting complex issues.
• 2+ years of experience in a technical support or similar role.
• Familiarity with APIs, SDKs, and debugging tools; experience with mobile or SaaS products is a plus.
• Excellent communication skills with an ability to simplify complex technical concepts for a diverse customer base.
• Customer-focused attitude, with a drive to enhance customer satisfaction and loyalty.

What We Offer

• A chance to be a part of a rapidly growing company in the exciting mobile app space.
• A dynamic and creative work environment with a diverse and passionate team.
• Competitive salary and benefits.