Senior Technical Support Engineer

Gefunden in: Talent CH C2 - vor 2 Wochen

Geneva, Schweiz Michael Page Vollzeit
  • Prioritize and manage the customer support workflow, ensuring timely resolution of issues.
  • Diagnose, troubleshoot, and resolve technical issues reported by customers utilizing a blockchain SaaS solution, including issues with smart contracts, blockchain logic, and NFT deployment.
  • Learn and work with emerging technologies related to the integration of a blockchain platform into client systems.
  • Act as the first technical point of contact for clients with issues concerning Aura Web APIs and Front-Ends.
  • Debug issues in web applications that are using the company's API.
  • Work alongside the development and technical teams to help resolve deeper technical issues.
  • Keep track of system issues and adhere to agreed timelines until resolution.
  • Interact with clients via phone, email, or chat, providing clear and concise written and verbal instructions.
  • Maintain procedural documents and reports related to support activities.
  • Follow and create standard procedures to resolve issues, connecting them to relevant internal processes.
  • Provide prompt and accurate feedback to customers, ensuring their satisfaction.
  • Ensure proper documentation of all technical issues and resolutions.
  • Follow up with clients to ensure their computer systems are functioning properly after troubleshooting.
  • Document technical knowledge in the knowledge database for future reference.
  • Train customers and/or team members on how to use the company's UI and APIs.
  • Monitor daily performance of technical systems and address any issues that arise.
  • Support QA teams in test plans and manual test cases for APIs and websites, identifying bugs and functional problems.
  • Collaborate closely with development and product teams to understand feature specifications and incorporate user feedback into product requirements.
  • Report bugs in Jira and provide detailed information on issues.

  • At least 3 years of experience in a full time Tech Support role.
  • At least 5 years of experience working in a technology role related to Tech Support such as Software Developer, Project Manager, Product Manager or similar roles.
  • Knowledge of software development technologies such as JavaScript, TypeScript, Node.js, and React.
  • Experience with help desk software such as Jira Service Management, Zendesk, etc.
  • Strong problem-solving and troubleshooting skills.
  • Excellent communication and interpersonal skills.
  • Ability to work effectively in a fast-paced, collaborative environment.

Join an innovative team and be part of revolutionizing the blockchain industry This opportunity offers exposure to cutting edge technology, professional growth opportunities, and a supportive work environment. If you are passionate about technology and customer satisfaction, we would love to hear from you.

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