Software Technical Support Engineer

As a Software Support Engineer, you will be the first point of contact when our clients are having an issue with our products. This means you are a person who LOVES problem solving and working with others to ensure our clients get back on track when something goes wrong. We will rely heavily on you to share your observations related to client tickets and feedback, supporting our efforts to continually evolve our software to be the most client-friendly option available. You move past the problems by focusing on finding the solutions, and you thrive in a busy environment where quick decisions sometimes must be made.As a member of the Client Success team, you will work directly with our product teams; this includes a mix of developers, UX/UI, business analysts and our product owners. We like to think we are a fun group, so a sense of humor is always a benefit to bring to the table. In terms of technical knowledge, you need to have a solid foundation; we are willing to work with the right individual to grow their knowledge base to be truly successful in this role. Your long-term goal is likely focused on earning your way onto one of our product teams, this is the perfect role to learn our products and prove your skills.Job Responsibilities

Complete tasks related to onboarding new clients onto Trufla products

Track issues on JIRA from creation to resolution, within targeted time limits

Properly document and escalate issues that cannot be directly resolved by the Client Success team to the appropriate product team for action

Provide prompt and accurate feedback to customers collaborating with the Account Managers where needed

Collaborate with internal resources to provide accurate solutions to customer issues

Prioritize and manage open issues and log all activities related to resolving issues

Act as the conduit for translating technical information and updates into language that clients can easily understand

Synthesize client requests, needs and feelings into the technical requirements and documentation needed to resolve the issue being identified directly or in collaboration with the product teams

Ask customers targeted questions to quickly understand the root of the problem via JIRA, email, or phone

Follow up with clients to ensure their issue has been successfully solved to their satisfaction

Maintain a positive and friendly relationships with clients

Document technical knowledge and provide ideas to the product team for future enhancement.When possible, participate in product planning sessions to stay on top of ongoing product updates and new functionality and features that are being developed

Research, diagnose, troubleshoot, and resolve technical issues as they come in from clients

If the issue requires client tenant-specific data or code changes then the changes and resolution must be documented clearly on the ticket

If the issue is product wide then it must be reviewed, approved, and merged by the product team

Job Qualifications2+ years experience in a similar role, preferably within a marketing agency, technology/software company or professional services firm

Willing to shift regular work schedule to support clients in various time zones

Proven track record managing client and internal relationships

Strong understanding of at least some of the following: MySQL & DjangoHTML/CSSJava

Script

Data processing

React Linux Operating System

Shell scripting

Familiarity with: JIRA AWS Cloud Services

Apple Developer Program

Google Play

Docker ContainersCI/CD (preferably Gitlab or Git

Hub)Nice to have / Willing to learn:Python

NodeJSAngular

Git Version Control

Values & Competencies

Critical thinker with strong attention to details

Client centric thinking to ensure that our clients are always our top priority

Outstanding interpersonal and business communications skills, both verbal and written

Flexible and adaptable with proven problem-solving ability

High degree of professionalism and integrity

Exceptional organization and time management skills

Works well within a team and independently and able to adjust to tight and changing deadlines

Be curious and aware of new industry trends and tools that can be leveraged by Trufla and share thoughts with the team

Open to receiving constructive feedback and willing to learn As a Software Support Engineer, you will be the first point of contact when our clients are having an issue with our products. This means you are a person who LOVES problem solving and working with others to ensure our clients get back on track when something goes wrong. We will rely heavily on you to share your observations related to client tickets and feedback, supporting our efforts to continually evolve our software to be the most client-friendly option available. You move past the problems by focusing on finding the solutions, and you thrive in a busy environment where quick decisions sometimes must be made.