Technical Support Engineer

Job Description

InsideView is seeking an exceptional tech-savvy support engineer and customer advocateYou are responsible for providing world class technical support for InsideView products to customers and prospects across the US and the rest of the world. Work is done primarily via email but also includes phone, chat, and remote desktop sharing sessions. You are a strong communicator with experience helping your customers achieve their strategic goals and grow their business. You enjoy customer contact and are adept at troubleshooting, documentation, and monitoring support cases to ensure quick and efficient resolution and make your customers happy.Responsibilities

• Own support cases, managing customer expectations and communications, and driving internal processes from case open to close (SLAs)
• Respond to general inquiries and technical troubleshooting requests related to key management, throttling, usage and authentication
• Work with customers to reduce troubleshooting requests to simple and reproducible test cases, such as a standalone executable, script, or PostMan request
• Document each case fully by following established processes
• Work with the engineering team to triage & escalate product defects and recommend solutions
• Work with product management team to recommend feature enhancements
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the support team
• Add design and implementation best practices to API community knowledge-base
• Run monitoring reports for usage, performance, and/or availability

About You

• Exceptional communicator (verbal and written) and exhibit excellent organizational and presentation skills
• High drive towards customer enchantment
• Excellent at problem solving and analytical skills with attention to detail and quality; ability to think strategically and logically
• Quick learner, enthusiastic and result oriented
• Ability to meet deadlines, prioritize, and be flexible in changing environment
• Able to work independently and as an integral part of a team
• Highly organized and disciplined
• Strong positive interpersonal skills
• Exceptional troubleshooting and debugging skills
• Strong networking fundamentals
• Firm grasp of internet/web technologies, networking, and software products
• Ability to facilitate meetings/training sessions (on-site or virtually) for both external customers and internal colleagues using online remote desktop sharing tools

Experience & Education

• API familiarity, ideally with REST/JSON
• Working knowledge of UNIX shell and commands, e.g., curl, and database concepts
• Authentication experience such as with an application authenticating with Facebook, Twitter or an OAuth2 provider is ideal
• 3 5 years of relevant experience in web application technical customer support (voice and email), with a strong customer interaction experience
• Experience documenting troubleshooting steps, technical articles, process, community posts, etc.
• Experience in administering at least one CRM application such as Salesforce, Microsoft Dynamics, etc.
• Knowledge of Web Services/SOAP/Middleware (knowledge of Weblogic/Websphere app servers a big plus)
• Understanding of Agile product development methodology, SaaS and Sales life-cycle
• Understanding of Call Center Technology and metrics, SLAs and CSAT
• Bachelor s Degree in Computer Science Engineering

About InsideViewInsideView helps businesses drive rapid revenue growth by empowering business leaders to discover new markets, target and engage the right buyers, and manage customer data quality. Our AI-based B2B data and intelligence platform delivers the industry s most relevant and reliable buyer signals and, combined with InsideView s data expertise and best-in-class customer support, is trusted by the world s best performing companies.We believe in the power of technology to deliver business value, and in creating solutions that change the way companies sell and engage with their customers. We take risks in order to develop groundbreaking solutions. We are market savvy and competitive, and ready to transform our industry at this exciting inflection point for the company and the market. We focus on the needs of our customers now, and in the future. We love coming to work every day and are looking for smart, engaged, and fun people to join us.Our headquarters is located in San Francisco s vibrant Potrero Hill neighborhood, with additional locations in downtown Austin, Texas, and Hyderabad, Telangana, India.Benefits & Perks

• Your Time, Your Way: flexible vacation (known as unlimited at other companies)
• No swipe in - out system
• Paid Maternity Leave
• Medical Insurance (covering you and 3 of your dependents)
• Life Insurance
• Happy Hours (TGIF) - Every Friday

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Keyskills :
troubleshootingnetworkinglantechnical supportoperating systemsrapid revenue growthcall center technologytest casesmusic makingcustomer dataorganizationalwriting skillscall center