PHP Tech Support Engineer

WE ARE HIRING !!!

Technical Support Engineer

The Technical Support Engineer will assist merchants and partners by troubleshooting issues, providing technical guidance, and ensuring timely resolutions per SLA agreements. The role includes managing product awareness, improving integration experiences, and engaging in initiatives to enhance the team environment.

Key Responsibilities:

• Maintain technical solution articles and guides for merchants/partners.
• Track, report, and escalate recurring technical issues.
• Communicate with merchants to provide timely feedback and solutions.
• Conduct necessary tests on merchant websites/plugins to ensure proper functionality.
• Plan and monitor shifts while supporting Integration Support Engineers across multiple locations.
• Assist in product awareness initiatives and identify merchant needs.
• Manage assigned internal team roles as directed by the line manager.
• Complete side projects related to integration experience, product awareness, and merchant onboarding.
• Engage in work environment improvement activities initiated by the line manager.
• Adhere to team values, routines, and perform other assigned tasks.

Competencies:

• Software development experience (preferably in PHP and Java).
• Strong understanding of web-based applications and technologies.
• Knowledge of e-commerce platforms (Magento, OpenCart, WooCommerce, etc.).
• Proficiency in issue tracking tools (FreshDesk, Redmine, etc.).
• Proficiency in version control systems (Git, SVN, etc.).
• Excellent communication skills in English & Arabic.
• Experience working in distributed teams operating 24x7x365.
• Customer-oriented mindset with a passion for problem-solving.
• Ability to work independently with minimal supervision.
• Strong work values and commitment to meeting daily targets.

Key KPIs:

• Resolve merchant inquiries per daily targets.
• Educate merchants via direct communication or solution articles.
• Follow through on inquiries and escalations.
• Identify and propose solutions for repetitive issues.
• Maintain data integrity by following best practices.
• Adhere to team-approved SLAs.
• Achieve an 80% or higher score in periodic assessments.
• Follow Customer Support/Success policies and Technical Support Handbook guidelines.

Work Schedule:

• Full-time, Sunday to Thursday, 8:00 AM 5:00 PM.
• Requires flexibility for extended hours and weekend work as needed.

Preferred Qualifications:

• Bachelor's degree in Computer Science or related field.
• 3-6 years of technical support experience in the relevant domain.
• Strong proficiency in English & Arabic
  
  Ready to take your career to new heights?
  
  We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! Our client is looking for a dynamic individual to fill the role of Technical Support Engineer.
  
  At InTalent Asia, we're not just recruiters; we're here to architect your career success. Join us in the journey of matching your skills with unparalleled opportunities.
  
  Apply now and see how you can be the perfect fit for this exclusive position!
  
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