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Tier 1 Technical Support Engineer



IT, Customer Service
Bengaluru, Karnataka, India
Posted on Sunday, July 9, 2023

Who We Are

HeadSpin is a unique developer platform that combines data science insights and global device infrastructure to enable companies to perfect their digital experiences during the engineering cycle. HeadSpin platform is present in over 50 countries. Its data science platform has an ability to assess over 130 performance KPIs, analyze root cause of the poor experience issues and recommend solutions to address them. HeadSpin differentiates itself from other testing solutions that only focus on functional or load testing. By using HeadSpin, companies have enhanced their customer experience, reduced time to market and optimized the cost of their digital applications.

About the Role

We are seeking a skilled and motivated Technical Support Engineer to join our dynamic team. As a Technical Support Engineer, you will be responsible for providing excellent technical assistance and support to our customers. You will play a critical role in troubleshooting and resolving complex technical issues related to the HeadSpin platform. This is an exciting opportunity to contribute to the success of our customers and collaborate closely with our development and product teams. If you are currently in a technical support role at a B2B SaaS company, this is perfect for you!

What You'll Do

  • Provide prompt and courteous Tier I technical support to customers via various channels, including phone, email, and chat
  • Diagnose and resolve complex hardware and software-related issues reported by customers, following standard operating procedures and utilizing available resources.
  • Escalate complex technical problems to the appropriate Tier II or III support teams while maintaining ownership of the customer's case until resolution.
  • Document and maintain a comprehensive knowledge base of common issues and resolutions to enable self-service support resources.
  • Provide timely and proactive communication to customers regarding the status of their technical inquiries and escalations.
  • Accurately record customer interactions, technical issues, and resolutions in our ticketing system and update playbooks to maintain an updated database of customer inquiries and solutions.
  • Educate customers on software functionality, features, and best practices to optimize their usage and enhance their overall experience.
  • Stay up-to-date with the latest product updates, features, and enhancements to provide accurate and relevant information to customers.
  • Collaborate with cross-functional teams, including developers, QA engineers, and product managers, to communicate customer feedback, reproduce and resolve issues, and contribute to continuous product improvement.

What You’ll Need

  • 3-5 years of experience
  • Proven experience in a technical support role, preferably in a SaaS-based or software development environment.
  • Strong knowledge of mobile applications, mobile operating systems (iOS, Android), and mobile testing concepts.
  • Excellent problem-solving and analytical skills with a strong attention to detail.
  • Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
  • Ability to thrive in a fast-paced, dynamic startup environment and manage multiple priorities effectively.
  • Self-motivated and proactive attitude with a passion for customer success

Bonus Points:

  • Experience with testing tools, frameworks, and automation technologies
  • Prior experience working with mobile device emulators, simulators, or physical devices
  • Knowledge of programming languages such as Python, Java, or JavaScript
  • Familiarity with networking concepts