About the job 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