We are seeking a Senior Support Engineer to join the 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 will play an essential role in ensuring our clients satisfaction.
WHAT YOU’LL 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 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 methodologies in the Financial Services and Digital Asset Management space.
WHAT WE’RE LOOKING FOR:
Bachelor's degree in Computer Science, Information Technology, or a related field.
At least 5 years of experience in technical support
Strong knowledge of API integration, RESTful APIs, and API troubleshooting.
Excellent problem-solving and analytical skills, 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 crypto is a big plus
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