● Respond to customers’ (mainly developers) technical support requests and feature-related questions.
● Debug customer issues and create reproducible test cases for engineers to resolve.
● Handle code-related queries. Write code samples in multiple development frameworks.
● Maintain ownership of support cases until resolution.
● Monitor and answer on different support channels: a ticketing system, public forums, social networks and more.
● Help enhance documentation to minimize repeating support issues.
● Coordinate with the different teams: R&D team, product management, Account Managers, and others.
● Help the R&D team review new features and client libraries.
● Become a subject matter expert in Scaleflex’s technology.
● Support occasional high priority customer requests outside regular working hours.
Our Team is built around people with a strong entrepreneur culture and can-do attitude. We love people able to “do something out of nothing” and strive to get better every day. In order to fit with our culture, you must be/have:
● Intermediate or Higher coding experience, preferably in a web/mobile environment
● Experience in a customer-facing position, preferably developers-support.
● Excellent analytical and troubleshooting skills.
● Knowledge of CDN technologies, Server Management / DevOps (ideally PHP, Python)
● Bachelor’s degree in computer science or equivalent.
● Quick learner with a desire to learn new development languages and tools.
● Passion for Cloud and SaaS products
● Fluent English skills (verbal and written) with outstanding interpersonal skills.
● Additional language skills (verbal and written) in French and/or German mandatory; and third languages skills would be a plus.
…and a sense of humor is an absolute must!
After a first intro call with the Global Services and Support (GSS) Team, you’ll meet with the Scaleflex’ Founders for a 2nd round. What we expect from you is to prepare a test based on one of our scenarios. If you enjoy it and can impress us with your selling skills, we’ll be happy to welcome you in the team ASAP!