Technical Support Engineer

We are hiring Technical Support Engineer,

Role:

 Act as the professional face of Helpshift, providing expert technical support to

customers, including Admins and Developers from SMBs to Fortune 500

companies.

 Guide customers on various topics, from dashboard training to SDK

integration troubleshooting.

 Manage and prioritize your queue of support issues, responding promptly to

customer submissions.

 Stay informed about current features and bugs, filing tickets when needed for

internal teams.

 Evaluate feature requests and escalate them to the Product team when

appropriate.

 Debug customer issues by reproducing them, gathering critical details for

escalation, and performing QA tests when required.

 Create and document solutions, best practices, and templated responses to

enhance internal and external resources.

 File bugs in JIRA, provide updates across time zones, and collaborate

internally to resolve issues effectively.

 Analyse crash logs, scripts, and API configurations to identify patterns and

escalate issues to developers.

 Identify sales opportunities or billing issues and escalate them to Sales,

Success, or Finance teams.

 Write scripts and tools to handle customer data requests efficiently.

About You

 Experience: 2+ years of direct Enterprise B2B Tier 1 technical support or

customer operations experience.

 Technical Skills: Familiarity with REST APIs and scripting in Python or

JAVA, Basic knowledge of SQL.

 Time Management: Strong ability to juggle and prioritize multiple tasks

independently.

 Communication: Professional business writing skills to provide clear,

detailed responses and escalate issues when necessary.

 Process-Oriented: A proactive problem-solver who suggests and implements

process improvements.

 Education: Bachelor’s degree in Computer Science or equivalent technical

and professional experience.