Job Description
Summary
We are seeking a Senior Support Engineer L2 to join QA and Support team in India
The ideal candidate will be responsible for providing top-tier technical assistance to our clients, offering guidance on using our software, and using their expertise in API integration and scripting to assist client into their technical queries. As a key member of our support team, the Senior Support Engineer L2 will play an essential role in ensuring our clients satisfaction.
WHAT YOULL DO:
- Provide Level 2 technical support to clients, addressing their queries and concerns in a timely and professional manner.
- Offer expert advice and guidance on the use of our software, including its features, functions, and best practices.
- Troubleshoot and resolve complex technical issues related to our product, escalating to higher support levels as necessary.
- Assist clients with API integration, providing clear and concise documentation and support.
- Collaborate with internal teams, including developers, product managers, and QA, to ensure continuous product improvement and customer satisfaction.
- Create and maintain technical documentation, including knowledge base articles, FAQs, and user guides.
- Train and mentor junior support engineers, sharing knowledge and expertise.
- Stay up-to-date with industry trends, emerging technologies, and best practices in the financial services and digital asset management space.
WHAT WERE LOOKING FOR:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- A minimum of 5 years of experience in technical support
- Strong knowledge of API integration, RESTful APIs, and API troubleshooting.
- Proficiency in scripting languages such as Python, JavaScript, or Bash.
- Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues.
- Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Strong customer service skills and a commitment to delivering a high level of client satisfaction.
- Ability to work independently and as part of a team, managing multiple tasks and priorities.
- Technical knowledge in blockchain and cryptois a big plus
Skills
- Communications Skills
- Quality Assurance
- Software Engineering