Description:
? Investigating and triaging product or technical issues
? Act as the final escalation point for support line and tier 1 support.
? Investigate complex issues related to the product functionality, performance or other technical challenges.
? Create bug tickets using ClickUp as issues are confirmed or reproduced.
? Collaborate closely with QA, product management and engineers to troubleshoot, document and determine priority of issues.
? Assist QA engineers with testing, deployment, verify fix on production and communications to involved parties.
? Maintain a consistent record of diagnosing and resolving product or technical issues in a timely and efficient manner.
? Assist in the creation and refinement of technical documentation.
Requirements:
? At least 2 years of experience in a similar role such as a technical support, analyst or specialist role.
? Experience with messaging/phone/telephony systems (SMS).
? Experience working with web applications.
? Mobile app testing… or mobile app support experience.
? Strong technical background, excellent problem-solving skills, and a passion for technology.
? Strong verbal and written communication skills.
? Self-motivated with the ability to work independently.
? Fast learner & strong team player.
? Willing to help your teammates, share your knowledge with them, and learn from them.
? Bonus points if you have Experience with API testing and associated tooling.
? Experience with basic programming or scripting languages (C#, typescript, python).
? Database management.
? Experience with QA testing or automation.
Benefits:
? Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
? Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave.
? Robust Insurance Plan including: Medical with $0 co-pay, Telehealth plan, Dental, Vision
? Health Savings Account (HSA) with generous employer contributions
? Flexible Spending Accounts (FSA)
? Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
? Company-paid Short & Long Term Disability coverage
? Company-paid Employee Assistance Program (EAP)
? Matching 401(k) with immediate full vesting
? Employee Events Committee that plans fun in-person and virtual events
? On Demand Pay – allows access to a portion of your earned wages prior to the payday with same day deposit
? Internet & Gym Reimbursement!
? Work computer equipment is provided to help you succeed
