Department
Technology and Hosting Operations
Position type
Full Time
Work Type
Full Remote, Hyderabad, India
Position Description
As a Senior Technical Support Engineer at Deque, you will play a crucial role in supporting our products, mentoring team members, conducting internal training, communicating with customers, and sometimes delivering product demos. Your major contributions will focus on customer support, creating a knowledge base and resolving tickets related to Deque's products.
Apply NowPrimary Responsibilities
- Provide exceptional support for Deque products, ensuring customer satisfaction.
- Review and resolve tickets raised by customers on Deque's products.
- Mentor and guide junior support engineers, fostering their growth and development.
- Conduct internal training sessions to enhance the technical skills of the support team.
- Communicate effectively with customers, addressing their concerns and providing timely solutions.
- Prepare and deliver product demos to showcase Deque's solutions to customers when needed.
- Collaborate with cross-functional teams to ensure seamless support and knowledge sharing.
- Contribute to the development and improvement of support processes and documentation.
Requirements
- At least 5 years of experience in a technical support or customer-facing technical role.
- Strong problem-solving skills and the ability to troubleshoot complex technical issues.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Basic knowledge of web development (JavaScript, HTML, frontend frameworks like React, Angular, Django) and/or backend development (Java, C#, Node.js, Python, PHP, Ruby).Basic understanding of Android and iOS application frameworks is a plus.
- Familiarity with automated testing technologies such as Selenium and WebDriver is a plus.
- Good understanding of CI/CD pipeline components.
- Ability to mentor and train team members.
- Bachelor's degree in Engineering, Computer Science, MIS, or a comparable field is preferred.
Job Timings: US Eastern Time, 8 AM to 6 PM. Hours may change based on customer requirements.