Position: Tier 2 Technical Support Engineer and Mobile Application Project Manager
Company: Bizzabo
Category: Support
Experience required: 3y
English level: upper

The Technical Support Engineer and Mobile Application Project Manager combine two technical roles into one, offering exposure to a wide variety of internal and external stakeholders. 

As a Tier 2 Technical Support Engineer, you will handle technical issues reported by customers and you will be responsible for the troubleshooting and resolution or escalation to R&D of such issues. 

As a Mobile application project manager, you will be responsible for handling both the initial and the ongoing build process of our white labelled mobile application for our customers. Your schedule will be balanced between the above to technical roles by your manager based on business demand.
 
This position may require to work non-regular hours, with a schedule being set by your manager 2 weeks in advance. Typical working hours will be between 7am - 12am Ukraine time. We are looking for someone who is a self-starter and is comfortable working independently and with flexible hours!
 
What you'll be doing:

- Handling complex technical issues/escalations over Zoom, email, and phone
- Helping to configure clients’ accounts & streaming setups to ensure maximum event success
- Providing day-of-event support to our enterprise clients
- Working cross-functionally with our Product, Engineering, and Customer 
- Success teams to achieve clients’ desired end goals 
- Manage a pipeline of While Label applications build requests, coordinate with the Customer Success team the collection of all required assets, start the build process and troubleshoot any build issues.
- Manage version releases of all published white-label mobile applications in accordance with rebranding needs, maintenance and new product releases.
 
What you have:

- Must have excellent verbal and written communication skills in English
- 4-5 years experience in a successful customer support role in a B2B SaaS company with a clear progression of roles & responsibilities
- Technical background: you have experience troubleshooting APIs, complex integrations, and web design issues
- You may not code every day, but you’re well-versed in HTML, CSS and Javascript.
- Familiarity with Chrome, Safari, or Firefox web developer tools, APIs and error logs to diagnose and troubleshoot client issues both with their network and software
- Familiarity with Zendesk & Jira
- Ability to manage multiple competing priorities with a sense of urgency
- Familiarity with App Store Connect, Google Play Console and Firebase
- Ability to Multi-Task between concurrent projects with committed deadlines

Who you are:

- You’re comfortable working with enterprise clients & executives from companies of all sizes, and enjoy doing so
- You have a sense of humor and know when and how to use it during escalations
- You’re a people person - you enjoy talking through issues and working directly with clients
- You get into the details - you leave no stone unturned when trying to solve a client’s issue
- You don’t shy away from challenges
- You like to poke holes in things and come up with ways to ideate on existing processes