Software Technical Support Engineer

Job Purpose

Responsible for providing support to Instabug’s growing number of customers across different segments, industries and regions. Also having a comprehensive understanding of all Instabug’s products to be able to solve problems and translate technical concepts to our client base. The SSE is responsible for delivering an excellent customer experience through the offering proactive and high-quality support as part of the overall customer journey.

Software Support Engineers work as a close-knit team with the ability to deliver results in a dynamic and constantly changing environment, demonstrating superb communication and time management skills at all times. They have excellent customer service skills and the ability to comprehend technical topics and present them to non-technical users.

Job Responsibilities

• Provide excellent customer service and product support to Instabug customers
• Work closely with Sales, Marketing, Customer Success, Product, and Engineering teams to provide customers with an extraordinary experience through cross-functional projects that impact core business objective
• Identify and resolve customer issues, ranging from inquiries, feature requests, complaints and integration assistance through Instabug’s support channels
• Ownership and accountability of customer issues since first reporting until resolution and closure
• Successfully debug and resolve customer complaints through investigating, analyzing, and internally troubleshooting before escalating to the Engineering team
• Work closely on a daily basis with the engineering team on customer issues and discuss, investigate and follow through until resolution, providing customers with root cause analysis and fix details
• Work with the Sales team for potential plan customizations and upselling opportunities.
• Have access to customer’s plans and payments to ensure successful transactions and payments refunds
• Handle startup company communication and provide plan discounts based on pre-set standards
• Help customers understand the features and benefits of Instabug’s product portfolio to maximize value and improve retention
• Share customers' feedback and feature requests effectively with the Product team to enhance and improve Instabug’s products
• Participate in demo-calls to explain and onboard customers on Instabug products
• Offer knowledge sharing and internal support to local and US-based teams
• Contribute with suggestions and efficiencies to improve Instabug’s support documentation, processes, and knowledge base
• Identify common customer challenges and proactively find ways to improve our product and processes

Job Requirements

• Bachelor’s degree in Computer Science or any equivalent major.
• 0-3 years of relevant technical experience.
• An excellent work ethic and attention to detail
• Basic troubleshooting/debugging skills and a real passion for problem solving
• Excellent verbal and written communication skills
• Quickly evaluate information, and make quick decisions based on multiple factors
• Ability to write about technical subjects clearly and in an engaging style
• Ability to multitask, continually re-prioritize cases, and work under pressure
• Ability to work well as part of a team