***Positions posted by El Comeback are done on behalf of companies that we support in their search for candidates.***

Description

As a Technical Support Engineer, you will play a key role in diagnosing and resolving technical issues, ensuring customer satisfaction, and contributing to the continuous improvement of our products and services. You will provide first-line technical support and collaborate closely with the engineering and product teams to resolve complex issues.

Responsibilities

Customer Support

• Provide first-line support to customers via phone, email, and chat Intercom).
• Ensure timely and accurate resolution of customer inquiries within SLA guidelines.
• Document all customer interactions and solutions in JIRA and Intercom.
• Maintain proactive communication with customers to keep them informed of progress and resolution.

Technical Troubleshooting

• Diagnose and resolve software and infrastructure issues using appropriate tools
• Escalate complex issues to the Engineering team and track them through resolution.
• Perform remote troubleshooting by asking relevant diagnostic questions and utilizing logs and data insights.
• Test and validate solutions provided by the Engineering team before delivering them to customers.

Product Knowledge

• Maintain a thorough understanding of our products, services, and infrastructure.
• Stay up-to-date with new product features, updates, and best practices.
• Provide feedback to the Product team on recurring customer issues and feature requests.

Documentation and Reporting

• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Develop post-mortem documents for critical issues and incidents.
• Report on recurring technical issues, support trends, and customer feedback to management.

Customer Training

• Assist customers with the installation, configuration, and optimization of our products.
• Conduct training sessions and webinars to educate customers on product usage and best practices.

Technical Issue Resolution

• Submit Pull Requests for minor fixes when applicable.
• Collaborate with Engineering and Product teams to ensure timely resolution of escalated issues.

Requirements

• 2 years of experience in a technical support or customer-facing role.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and collaboratively within a team.
• Customer-focused with a commitment to delivering exceptional service.
• Experience troubleshooting software issues and using monitoring tools like LogRocket and Datadog.

Nice to Have

• Experience submitting Pull Requests or working with development teams. 
• Familiarity with:
  • Version Control: Git (e.g., GitHub).
  • Programming Languages: JavaScript, Go, Node.js.
  • Databases: NoSQL databases (e.g., MongoDB.
  • Cloud Platforms: AWS or similar services.
  • Ticketing Systems: Intercom, JIRA.

***El Comeback is a non-profit program from ConPRmetidos that attracts and retains professional talent for Puerto Rico-based jobs. Register at elcomebackpr.org/registration-form to get matched with professional opportunities on the island.***