Senior Technical Support Engineer (Blockchain SaaS)

Michael Page Switzerland

Michael Page Switzerland

Postuler

Infos sur l'emploi

  • Date de publication :

    26 mars 2024
  • Taux d'activité :

    100%
  • Type de contrat :

    Durée indéterminée
  • Lieu de travail :

    Genève

Are you passionate about emerging technologies and providing exceptional technical support? Are you eager to work with blockchain platforms and help clients navigate the complexities of integrating them into their systems? We are seeking a skilled Technical Support Engineer to join a team and play a key role in delivering outstanding support to clients utilizing cutting-edge blockchain SaaS solution.

Our client is a Blockchain SaaS company.

Description

  • Prioritize and manage the customer support workflow, ensuring timely resolution of issues.
  • Diagnose, troubleshoot, and resolve technical issues reported by customers utilizing a blockchain SaaS solution, including issues with smart contracts, blockchain logic, and NFT deployment.
  • Learn and work with emerging technologies related to the integration of a blockchain platform into client systems.
  • Act as the first technical point of contact for clients with issues concerning Aura Web APIs and Front-Ends.
  • Debug issues in web applications that are using the company's API.
  • Work alongside the development and technical teams to help resolve deeper technical issues.
  • Keep track of system issues and adhere to agreed timelines until resolution.
  • Interact with clients via phone, email, or chat, providing clear and concise written and verbal instructions.
  • Maintain procedural documents and reports related to support activities.
  • Follow and create standard procedures to resolve issues, connecting them to relevant internal processes.
  • Provide prompt and accurate feedback to customers, ensuring their satisfaction.
  • Ensure proper documentation of all technical issues and resolutions.
  • Follow up with clients to ensure their computer systems are functioning properly after troubleshooting.
  • Document technical knowledge in the knowledge database for future reference.
  • Train customers and/or team members on how to use the company's UI and APIs.
  • Monitor daily performance of technical systems and address any issues that arise.
  • Support QA teams in test plans and manual test cases for APIs and websites, identifying bugs and functional problems.
  • Collaborate closely with development and product teams to understand feature specifications and incorporate user feedback into product requirements.
  • Report bugs in Jira and provide detailed information on issues.

Profile

  • At least 3 years of experience in a full time Tech Support role.
  • At least 5 years of experience working in a technology role related to Tech Support such as Software Developer, Project Manager, Product Manager or similar roles.
  • Knowledge of software development technologies such as JavaScript, TypeScript, Node.js, and React.
  • Experience with help desk software such as Jira Service Management, Zendesk, etc.
  • Strong problem-solving and troubleshooting skills.
  • Excellent communication and interpersonal skills.
  • Ability to work effectively in a fast-paced, collaborative environment.

Job Offer

Join an innovative team and be part of revolutionizing the blockchain industry! This opportunity offers exposure to cutting edge technology, professional growth opportunities, and a supportive work environment. If you are passionate about technology and customer satisfaction, we would love to hear from you.

Contact

  • Michael Page Switzerland

Postuler