Technical Support Engineer (Remote) - KNOREX : Job Details

Technical Support Engineer | KNOREX | IndiaAbout KnorexEstablished in 2010, Knorex is a cutting-edge advertising technology MNC with offices across USA, Australia, China, Singapore, Vietnam, India, Thailand, and Malaysia. Knorex provides Precision Performance Marketing products and solutions to theworld's leading brands and media agencies. With its full-stack platform, Knorex XPO supplies the technology platform to deliver the right marketing message to the right audience at the right moment and right place, underpinned by a multi-layered data-driven approach. Knorex also provides managed services to complement its offering.Job BriefAs a SaaS company that is undergoing hyper-scale growth, Knorex is seeking to hire a qualified Technical Support Engineer to provide enterprise-level assistance to our Knorex XPO's customers. In this role, you will work with the internal Customer Success team and Product Engineering team on the identification and resolution of technical issues, providing timely and accurate technical guidance and support for customers throughout their journey of using Knorex XPO, our cloud-based Universal Marketing platform. You will be a member of a growing team of support engineers whose mission is to improve our support capabilities and provide world-class service to our customers. You will provide 1st-level and 2nd-level support on the Knorex XPO platform and its components, as well as on its integration with other 3rd party systems. As part of our continuous effort in delivering world-class support and experience for our clients 24/7 all over the world, you are also expected to participate in night shifts (on a permanent or roster basis).Key ResponsibilitiesResearch, diagnose, troubleshoot, and resolve technical issues in an accurate and timely manner.Work with different systems, software, and cloud technologies while following SLA/SOP to resolve or escalate unresolved issues to appropriate internal teams.Collaborate with our Product Engineering Teams to implement hot fixes and new features.Coordinate with Product Engineering and Customer Success on outstanding tickets to ensure rapid resolution.Provide prompt and accurate responses to customers and the customer success team.Ensure proper recording and closure of all issues.Document knowledge in the form of knowledge base tech notes and articles.Participate in night shifts (permanent or roster basis) to support clients across the globe.This position reports to the Technical Support Manager or equivalent.RequirementsAt least 2-3 years of work experience as a Software Engineer or Technical Support Engineer (Backend).Backend must have: Java, Spring Boot, MySQL.Backend desirable: Hibernate, NodeJS, MongoDB.Ability to do full-stack is an added advantage.Good troubleshooting, debugging, and problem-solving skills.Excellent command of written and spoken English.Ability to absorb complex technical concepts and communicate them to a non-technical audience.Resourceful, creative, and analytical in understanding customers' needs to deliver satisfying solutions.Possess a good work ethic and attitude with good follow-through.Possess at least a Diploma in any field, preferably Computer Science or IT related.Preferred Experience/Qualifications:Customer Service Experience.Experience within a SaaS, B2B product environment.Competency in a technical skillset, such as programming and database systems.Prior knowledge/experience of digital advertising technologies and platforms is a strong plus.BenefitsAmple opportunities to grow. You get to propose your own ideas and see them through.Work with passionate, talented, and driven colleagues who get things done!Opportunity to work cross-country and with a variety of projects of different natures.Challenging and exciting problems that await you to solve.Competitive night shift allowance.Comprehensive Health Insurance Coverage.W3F (Work, Wellbeing, Welfare) Fund for courses, materials, personal health, and wellbeing.When applying, state you found this job on Remote Network.#J-18808-Ljbffr