Summmary objective of the role:

In this role you’ll be required to understand the technical details of the product, the user features, and the use cases of our customers. You will be ensuring that the released products are of high quality, customers find value in the products, and get technical help when they need it.

We are looking for somebody who is a passionate problem solver that genuinely cares about the customer experience.

Responsibilities:

  • Work within our Support Portal (Zendesk) and maintain key metrics including: initial response time and ticket creation to resolution time
  • Work to troubleshoot problems in real-time, interacting with customers (through emails, phone calls and screen shares) as well as internal resources to deliver maximum customer satisfaction
  • You will use your JavaScript or Java programming skills to help our customers find the maximum value in their Cloud Elements solution
  • You will have a strong knowledge of APIs and Web Services including REST, SOAP and XML
  • Identify, verify, and reproduce difficult to solve customer problems that may come from multiple sources and work through those issues to resolution with the appropriate team
  • Review requirements and technical design documents to provide timely and meaningful feedback to our Customer Success Architects for custom workIdentify, record, document and track bugs to resolution within Jira
  • Document and publish new knowledge articles for Cloud Elements clients or for Cloud Elements employees

Requirements:

Must have:

  • At least 1 year of previous experience in a technical role (software development experience and/or technical support or QA experience)
  • API knowledge. Adept at reading and understanding API Documentation
  • A good understanding of JavaScript or Java
  • Knowledge of SaaS, IaaS industry, API development and Cloud companies
  • Availability to work in shifts (including night shifts and weekends)
  • English – advanced level, both written and spoken

Nice to have:

  • BS/MS in Computer Science or equivalent technical program
  • Experience with JSON / XML is a big plus
  • Experience with a query language is a plus
  • Outstanding communication skills, customer service skills and business acumen
  • Passionate about troubleshooting and root cause analysis

Benefits:

  • Working with new technologies and modern work environment
  • Continuous professional development through trainings
  • Chance of learning about various products and cloud services on the market
  • Incentives and also bonuses – financial and non-financial
  • Referral bonuses
  • Extra vacation days
  • Work from home & flexible work hours, aligned with project needs
  • Private health insurance
  • Meal tickets
  • Various discounts for gym classes & other recreational activities
  • Free office parking
  • Social and team-building activities

If interested, please share your CV at iuliana@euroasiarecruiting.com.