Customer Support Engineer

Waterfield Technologies is looking for a Customer Support Engineer.

Responsibilities

  • Take case ownership and resolve customer-reported issues in troubleshooting their custom code, integration, and implementation of our products. This involves debugging, troubleshooting, and ensuring issues are fully resolved,
  • Demonstrating the ability to research, document, and prioritize issues, leveraging internal tools and escalating to internal teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.
  • Participation in team operational activities including but not limited to; team meetings, responsiveness to various asks, swarm meetings, training, collaboration on cases through Slack, etc.
  • Understands and adheres to processes that will help resolve the cases efficiently – responding within SLO/posting meaningful updates/follows case handling related processes.
  • Escalate issues to Product Engineering promptly when required
  • Developing and maintaining technical expertise in assigned areas of product functionality.
  • Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
  • Providing feature explanation and recommend implementation best practices.
  • Managing customer expectations and the customer experience to maximize customer satisfaction.
  • Analyze, create, and curate Knowledge Base articles based on evolving needs or case drivers
  • Meet or exceed all KPI targets, consulting with your manager to determine areas of improvement
  • Multitasking and performing effectively under pressure.

Qualifications

  • Bachelor’s degree in Computer Science or a related field, or 3 years of experience in a customer technical support role.
  • Excellent written and verbal communication skills.
  • Experience working with scripting languages (e.g. JavaScript, React.js, Node.js etc.) and Web Architecture Principles”
  • Experience with reading/writing HTML and CSS
  • Experience working with and troubleshooting a variety of internet browsers – Chrome, Safari, etc
  • Experience with Database concepts, Data management (RDBMS), and SQL
  • Experience with troubleshooting Applications using REST API’s
  • Demonstrated skill in Technical Customer/Partner Support in a customer/partner-facing role

If you’re ready to grow your career in an energetic, customer-focused environment. Waterfield may be looking for you!
You may send your resume to careers@waterfield.com

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