2020490 - Product Support Engineer

February 3

Plivo

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Simplifying business communications

Web 2.0 • Telephony 2.0 • Cloud Telephony • VoIP • SIP

201 - 500

Description

• Take ownership of customer issues • Troubleshoot problems and see them through to resolution • Escalate unresolved issues to the appropriate internal teams • Document knowledge in the form of solution articles • Master the use of a helpdesk software • Collaborate with Product Management & Engineering teams to identify and drive improvements to our existing products

Requirements

• Relevant Bachelor’s degree at a minimum • 1 - 2 years of experience in a client-facing, technical support role • Understanding and hands-on on at least one of the programming languages (Ruby, Python, PHP, Java, DotNet) or Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues • Knowledge of SQL, Networking (TCP/UDP/IP), and HTTP is a plus • Obsessed with customer support and delighting the customers • Knowledge of analytics tools such as MS Excel and Google sheets • Team player who can engage with other functions to deliver a better customer experience and drive collaboration • Proven track record of taking ownership of tasks and driving forward to resolutions • Analytical, with the ability to interpret customer data and trends • Excellent written and spoken communication skills, listening skills, and presentation skills • Capable of working independently and developing relationships with customers, partners, internal team members, and other related stakeholders • Willing to work on weekends

Benefits

• Remote first culture • Home office Infra allowance • Industry-leading compensation and benefits • Premium healthcare/wellness benefits for employees and families • Open culture and working with a young and dynamic team • Career advancement opportunities • A generous vacation policy leads to a great work-life balance