Software Support Specialist
hace 7 días
About Us
Become a Digital Citizen
AppDirect is a subscription commerce platform that enables digital entrepreneurs around the world to sell any product through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations.
We are driven by a values-based culture that empowers our team members to be their best selves. As a Technical Support Engineer, you will play a crucial role in providing end-to-end solutions to customers, leveraging your expertise in product knowledge and troubleshooting skills.
You will assist customer teams and other stakeholders in understanding how customers can achieve desired outcomes using our product. Your output could range from FAQs and knowledge base articles to coding solutions for complex issues.
Key Responsibilities:
- Oversee resolution of technical issues from channel partners and ISVs, including high-urgency issues requiring Engineering assistance.
- Fix and deliver customer issues that need development efforts.
- Liaise between customer-facing teams and Product and Engineering org for management and resolution of all technical questions and issues.
Requirements:
- 3 ~ 5 years of experience in Technical support engineering.
- 1 ~ 3 years of experience in a SaaS company in software development/support engineering.
- Excellent database query and management skills (SQL, Sequel Pro, MySQL).
- Excellent knowledge of log analysis management tools such as Splunk and DataDog.
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