Senior Technical Support Engineer (Blockchain SaaS)

Critères de l'offre

• Métiers :

  • Customer technical support

• Expérience min :

  • 3 à 21+ ans

• Secteur :

  • Engineering

• Lieux :

  • Geneva

• Conditions :

  • Permanent contract
  • Full Time

Critères de l'offre

• Métiers :

  • Customer technical support

• Expérience min :

  • 3 à 21+ ans

• Secteur :

  • Engineering

• Lieux :

  • Geneva

• Conditions :

  • Permanent contract
  • Full Time

L'entreprise : Michael Page

Our client is a Blockchain SaaS company.

Voir toutes les offres de Michael Page

Description du poste

• Prioritize and manage the customer support workflow, ensuring timely resolution of issues.
• Diagnose, troubleshoot, and resolve technical issues reported by customers utilizing a blockchain SaaS solution, including issues with smart contracts, blockchain logic, and NFT deployment.
• Learn and work with emerging technologies related to the integration of a blockchain platform into client systems.
• Act as the first technical point of contact for clients with issues concerning Aura Web APIs and Front-Ends.
• Debug issues in web applications that are using the company's API.
• Work alongside the development and technical teams to help resolve deeper technical issues.
• Keep track of system issues and adhere to agreed timelines until resolution.
• Interact with clients via phone, email, or chat, providing clear and concise written and verbal instructions.
• Maintain procedural documents and reports related to support activities.
• Follow and create standard procedures to resolve issues, connecting them to relevant internal processes.
• Provide prompt and accurate feedback to customers, ensuring their satisfaction.
• Ensure proper documentation of all technical issues and resolutions.
• Follow up with clients to ensure their computer systems are functioning properly after troubleshooting.
• Document technical knowledge in the knowledge database for future reference.
• Train customers and/or team members on how to use the company's UI and APIs.
• Monitor daily performance of technical systems and address any issues that arise.
• Support QA teams in test plans and manual test cases for APIs and websites, identifying bugs and functional problems.
• Collaborate closely with development and product teams to understand feature specifications and incorporate user feedback into product requirements.
• Report bugs in Jira and provide detailed information on issues.

Description du profil

• At least 3 years of experience in a full time Tech Support role.
• At least 5 years of experience working in a technology role related to Tech Support such as Software Developer, Project Manager, Product Manager or similar roles.
• Knowledge of software development technologies such as JavaScript, TypeScript, Node.js, and React.
• Experience with help desk software such as Jira Service Management, Zendesk, etc.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a fast-paced, collaborative environment.