Position: T3 Support Engineer (Digital Adoption, SaaS)
Company: SupportYourApp
Category: Support
Experience required: 1y
English level: fluent
Published: 2021-09-01T00:00:00+03:00

We’re looking for a T3 Technical Support Engineer to join SupportYourApp to be part of a global product that brings digital adoption to businesses worldwide. Let’s be clear, we don’t expect you to code, but we do expect you to dig deep into the product, customers' issues using all your skills and technology knowledge. Challenging tasks are guaranteed.

**What You Will Do: **
- Handle tickets that are escalated to T3 from T2 and if they are unable to solve the issue;
- Escalate unsolvable issues to R&D (creating tickets in Jira);
- Hold screen-sharing sessions with customers when in need to access their environment;
- Provide standby to T2 agents on certain screenshares;
- Being the liaison between R&D and the customer for any bugs/code fixes they might have;
- Work closely with other departments and teams to meet and exceed customers expectations.

**What You Need: **
- Outstanding English communication skills written and verbal, C1 level;
- Proven experience in T2 Tech Support;
- Be able to debug Javascript (do not have to know how to code);
- familiarity with bug reporting systems, Salesforce, cloud monitoring software, MySQL;
- Understanding of Sys Admin/IT related mechanisms such as IDP configurations, Single Sign On, GPO/SCCM management, troubleshooting browser extensions, etc.;
- Analytical & troubleshooting skills;
- Hands on working knowledge of customer relation management, ticketing and tasking products.

**Will be a plus:**
- Background in QA

**What We Offer: **
- Remote work;
- Competitive compensation in USD;
- Financial and professional growth;
- Paid intensive training and trial period;
- Great management with no bureaucracy;
- Good bonuses for referring friends (referral program);
- SupportYourApp Medical Policy.