Job: Software Support Engineer

About Us

Our client is seeking a highly motivated Software Support Engineer for a leading tech company revolutionizing the way people experience technology through innovative products. Our client is recognized for developing cutting-edge solutions that are reshaping their industry and improving the lives of people worldwide.

Position Overview

As a Software Support Engineer, you will play a pivotal role in ensuring users receive exceptional technical support across all products and services. You’ll bridge the gap between customer support and engineering teams, troubleshoot technical issues, and provide efficient solutions that enhance the overall customer experience.

Key Responsibilities

• Act as a key point of contact between Customer Service and Engineering teams to resolve technical issues.
• Develop a comprehensive understanding of the product’s capabilities to effectively troubleshoot and provide customer support.
• Collaborate with Product Management to implement data gathering processes that directly inform product development.
• Monitor and report on customer satisfaction metrics, proactively recommending improvements for support operations.
• Design, build, and manage test systems for functional product testing.
• Troubleshoot escalated customer cases and assist the Customer Experience team.
• Develop and optimize support tools, processes, and systems.
• Provide occasional on-site customer support, if necessary.

Qualifications

• 1-3 years of experience in web development, preferably with React.
• Expertise in scripting languages such as Python, JavaScript, or Bash.
• Experience in customer-facing roles (e.g., Support, Solutions Consulting).
• Strong problem-solving skills and the ability to operate with attention to detail.
• Ability to be part of an “on-call” rotation for after-hours support.
• Flexibility to adapt and learn quickly in a fast-paced environment.

Preferred Qualifications

• Experience working with tech teams on innovative hardware products.
• Familiarity with functional testing and automated systems.