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Technical Support Engineer
Plotline
posted 1mon ago
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Flexible timing
Key skills for the job
Job Description
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
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.
- 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 and background
- 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.
Employment Type: Full Time, Permanent
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What Plotline employees are saying about work life
based on 2 employees
Flexible timing
Monday to Friday
No travel
Plotline Benefits
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