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Technical Support Engineer - Myrtle Point, United States - Knorex
2 weeks ago
Description
Technical Support Engineer | KNOREX | IndiaAbout Knorex
Established in 2010, Knorex is a cutting-edge advertisingtechnology MNC with offices across USA, Australia, China, Singapore,Vietnam, India, Thailand and Malaysia.
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About KnorexEstablished in 2010, Knorex is a cutting-edge advertisingtechnology MNC with offices across USA, Australia, China, Singapore,Vietnam, India, Thailand and Malaysia.
With its full-stack platform, Knorex XPO(Unify to Simplify – Knorex XPO – The Ultimate UniversalMarketing Platform to Power Business Growth | ) supplies thetechnology platform to deliver the right marketing message to the rightaudience at the right moment and right place, underpinned by amulti-layered data-driven approach.
Knorex XPO shields its customers fromdealing with the complexity and fuss while delivering immersive, dynamicand personalized marketing experiences that connect with their users.
Knorex also provides managed services to complement its offering.Job briefAs a SaaS company that is undergoing hyper-scale growth, Knorexis seeking to hire qualified Technical Support Engineer to provideenterprise-level assistance to our Knorex XPO 's customers.
In this role, you will work with internal Customer Success team andProduct Engineering team on the identification and resolution of technicalissues, provide timely and accurate technical guidances and support forcustomers throughout their journey of using Knorex XPO, our cloud-basedUniversal Marketing platform.
You will be a member of a growing team of support engineers whosemission is to improve our support capabilities, capacity and provideworld-class service to our customers.
You will provide 1st-level and2nd-level support on Knorex XPO platform and its components, as well ason its integration with other 3rd party systems.
As part of our continuous effort in delivering world-class support andexperience for our clients 24/7 all over the world, you are also expectedto participate in night shifts (on permanent or roster basis).Key ResponsibilitiesYou will research, diagnose, troubleshoot, and resolvetechnical issues in an accurate and timely manner.
You will be responsiblefor working with different systems, softwares, cloud technologies andfollow SLA / SOP to resolve or escalate unresolved issues to appropriateinternal teams.
Research, diagnose, troubleshoot and identify solutions to resolvecustomer issuesCollaborate with our Product Engineering Teams to implement hot fixesand new featuresFollow SLA / SOP for proper escalation of unresolved issues to theappropriate internal teamsCoordinating with Product Engineering, and Customer Success onoutstanding tickets to ensure rapid resolutionProvide prompt and accurate response to customers / customer successteamEnsure proper recording and closure of all issuesDocument knowledge in the form of knowledge base tech notes andarticlesParticipate in night shifts (permanent or roster basis) to supportclients across the globeThis position reports to Technical Support Manager or equivalenceRequirements At least 2-3 years of work experience as Software Engineer or TechnicalSupport Engineer (Backend)Backend must have:
Java, SpringBoot, MySQLBackend desirable: Hibernate, NodeJS, MongoDBAbility to do full-stack is an added advantageGood troubleshooting, debugging, problem solving skillsExcellent command of written and communication in EnglishAbility to absorb complex technical concepts and communicate them to anon-technical audienceResourceful, creative, and analytical in understanding customers'needs to deliver them satisfying solutionsPossess good work ethic, attitude with good follow-throughPossess at least a Diploma in any field, preferably Computer Science orIT relatedPreferred Experience/Qualifications:Customer Service ExperienceExperience within a SaaS, B2B product environmentCompetency in a technical skillset, such as programming, databasesystems, web troubleshootingPrior knowledge / experience of digital advertising technologies andplatforms is a strong plusBenefitsAmple opportunities to grow.
You get to propose your own ideas and seeit throughWork with passionate, talented and driven colleagues who get thingsdoneOpportunity to work cross-country and with variety of projects ofdifferent natureChallenging and exciting problems that await you to solveCompetitive night shift allowanceComprehensive Health Insurance CoverageW3F (Work, Wellbeing, Welfare)Fund for courses, materials, personalhealth and wellbeing Show more Show lessTagged as:
remote, remote job, virtual, Virtual Job,virtual position, Work at Home, work from home
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