Helpshift - Senior Technical Support Engineer - SDK/Python (5-14 yrs) (Helpshift)

About Your Role In The Team

The role of the Senior TSE is to respond to customer inquiries, primarily via telephone and e-mail. The Senior TSE will also work directly with the TSE team to assist with the advanced troubleshooting of our Product. The Senior TSE is required to participate in 24x7 on-call responsibilities during scheduled periods.

About The Role

- You- ll be the professional face for our customers when they need Technical Support communicating directly with customers who are Admins and Developers from SMB to Fortune 500 companies.

- You will offer expert guidance on subjects ranging from Dashboard training to the investigation of SDK integration issues.

- You will conscientiously manage your queue of support issues and respond to new customer submissions.

- You will familiarise yourself with current features or bugs and file new tickets on behalf of your team members when needed.

- You will evaluate use-cases for feature additions and escalate valid requests to the Product team for consideration.

- You will Debug customer issues by reproducing them on devices, gathering helpful information for escalation, and even QA them as needed.

- You will collect and document solutions and best practices to add to internal (Salesforce and Confluence) and external resources, including generating templated responses.

- You will file bugs in JIRA, provide updates to teams across time zones, and collaborate internally to identify solutions that you- ll convey directly to our customers.

- You will identify common patterns in crash logs, scripts, and API configurations and escalate issues to developers.

- You'll help identify sales opportunities or billing issues and escalate to Sales, Success, or Finance teams as appropriate.

- You will write scripts/tools in order to serve customer data requests.

About You

- 5+ years of direct experience providing Enterprise B2B Tier 1 technical support or engineering operations

- Knowledge/Experience of REST APIs and scripting in Python.

- Knowledge/ Experience on SDK (x code/ Android studio)

- Experienced at juggling tasks and prioritizing across multiple tasks independently using your own well-honed time management skills and prioritization methods.

- Professional business writing skills to answer all customer questions with precise, detailed information and, when in doubt, prompt escalation for verification

- Process follower and optimizer who proactively volunteers improvements when they'll be feasible and impactful.

- Bachelor's degree in Computer Science, or technical and professional equivalent experience required.

Apply Now