Software Support Engineer

Position Title: Software Support Engineer

Reports To: Partner, Partner Advisor

Primary Relationships: Partner Staff

Date: July 2024

Schedule: 8:00 AM - 5:00 PM PHT (Flexible) 

Responsibilities:

• Directly engaging with customers to understand and resolve their inquiries and issues

• Adding and adjusting functionality on eCommerce sites using HTML, CSS, JavaScript, and Groovy

• Researching, diagnosing, and troubleshooting customer problems to provide effective solutions

• Offering timely and accurate feedback to customers and ensuring thorough issue documentation

• Creating and maintaining knowledge base notes and articles

• Following standard procedures for escalating unresolved issues to appropriate internal teams

• Adhering to service level agreements (SLA) regarding issue severity

• Participating in a rotating on-call schedule for after-hours support (approximately once every 10-12 weeks)

• Working an offset schedule (Sunday to Thursday or Tuesday to Saturday) after completing the 3+ month training and onboarding period
  

Qualifications:

• 2+ years of experience in direct customer support

• Strong knowledge of JavaScript, REACT, HTML, CSS, JSON, and Groovy

• Proven problem-solving abilities

• Excellent client-facing and communication skills (both written and verbal)

• Familiarity with help desk software, such as Zendesk or other case management tools

• Effective time-management skills with the ability to set and meet reasonable deadlines