Software Support Engineer

As a Software Support Engineer, you will be in charge of customer support requests.

Responsibilities:

Provide quick and on-point assistance to existing customers in a way they can easily understand.

Handle incoming support requests, including initial triage and problem analysis to determine the best path forward for each reported issue or customer question.

Solve problems independently and provide customers with the best possible solutions.

Identify recurring problems and document them in the form of internal and customer-facing FAQs and tutorials so that others can understand and reproduce the solution.

Report and track issues to ensure support metrics are reliable and customers are notified of progress regularly, including potential product releases from the Engineering team.

Notify your direct manager (and follow defined escalation path) for any high profile issues in a timely manner.

Answer questions for prospective customers.

Perform general demos of the platform to prospective customers.

Requirements:

Basic knowledge and understanding of enterprise grade video solutions.

Strong verbal and written communication skills with strong ability to explain/discuss complex technical problems to both, technical and non-technical audiences in simple terms – at least 3 years.

Strong hands-on experience in a customer support function for technology products/services and common support tools including Intercom, Slack, and Github – at least 2 years.

Some software development experience either with Javascript, Java, Python, PHP or similar programming languages – at least 2 years combined.

Hands-on familiarity with common tools to debug web-based applications (Chrome/Firefox/Safari/Edge dev tools, Fiddler / Cocoa, Wireshark) – at least 2 years combined.

Strong passion for (media) technologies/tools and aptitude to learn quickly.

Join our Team

Email to hr@ventunotech.com with resume