Globally distributed, Technical Support Engineers are integrated in our Support team, providing technical support to our international customers. They have a deep technical understanding of the SightCall platform and work closely with customers, Customer Success team, product team, development team and Sales Team. They are key to our customer’s success.

• Provide Level 1-2 support to a large variety of customers with different configurations.
• Understand SightCall’s SLA obligations to its customers and ensure adherence.
• Take ownership of customer issues reported and see problems through to resolution or escalate to the relevant teams.
• Research, diagnose, troubleshoot and identify solutions to resolve issues raised through our ticketing system (Zendesk).
• Create and update internal and external documentation based on customer interactions.
• Follow and help improve our procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Interact with product and development teams to ensure a good understanding of the ongoing developments and match with customer’s expectations.
• Continually research and learn the current and future best practices of using SightCall.
• Perform product testing as required, to make sure that we are delivering the best experience to our customers.

What you’ll bring to the table:

• A natural troubleshooter, autonomous, able to assemble and use different tools.
• Ability to manage and prioritize effectively and willing to dig deep to find the answers to tricky problems.
• Ability to communicate and synthesize complex technical topics to customers and coworkers of varying technical skill levels.
• Understanding of APIs, Databases and Network infrastructure.
• General IT skills on various operating systems : PC, Mac, iOS, Android.
• Solid written and interpersonal communication skills.
• Enjoy working in a fast-paced, dynamic and innovative environment.
• Enjoy working in international/multicultural environment.

Required Skills and Qualifications:

• Bachelor’s degree preferred in Computer Science, Engineering or relevant field.
• Basic understanding of the security processes, standards & issues involved in multi-tier, multi-tenant web applications – e.g. SSO, LDAP, etc.
• Basic understanding of the architectural principals of web-based platforms including SaaS, multi-tenancy, multi-tiered infrastructure and application servers.
• Must be fluent in English and one of the following languages : French, German or Spanish. Any additional languages are welcome.
• Decent understanding of Rest APIs
• Programming skills (JS, Python) would be a plus.