Technical Support Engineer

Apphud

Every day, we help hundreds of companies around the globe build and grow their mobile apps. Apphud is a comprehensive in-app purchase infrastructure for iOS and Android apps. We help leading mobile developers, marketers, and product managers quickly integrate in-app purchases, provide them with precise real-time analytical data and give a powerful pricing A/B testing platform. Currently, almost 1,000 apps on the App Store and Google play rely on Apphud Infrastructure. We have a fully remote team with no office, tight schedule and no bureaucracy. If you are not afraid of difficulties, want to make a cool product in a cool team — join us today! Apphud.com

We’re looking for a Technical Support Engineer to join Apphud to be part of a global SaaS product that provides a smarter way to build and grow mobile apps with in-app subscriptions. We don’t expect you to code, but we do expect you to dig deep into the product

What You Will Do:

• Provide first-level technical support and preliminary investigation to customer issues and service requests
• Understand and analyze customers' problems, find appropriate and acceptable solutions;
• Manage and track customers issues
• Develop and review content for the company's knowledge base
• Respond to customers' requests (in a quick, proactive, and efficient manner)
• Investigate issue and provide comprehensive details for its quick resolution
• Work closely with other departments and teams to meet and exceed customers' expectations
• Thoroughly document all issues, develop and review content for a knowledge base
• Help grow and implement web-based support initiatives, including knowledge bases, technical and modeling techniques, and documentation
• Lead the problem until it's solved

Requirements

• 3-4 years of experience in IT, Web, mobile, or SaaS solutions support
• Customer-focused and team-oriented
• Must have a passion for troubleshooting client problems and satisfying customer needs, strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
• Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic
• Excellent interpersonal soft skills
• Excellent team workability
• Service-oriented with a desire to help people
• Push the matter through
• Detail-oriented, reliable, stress-resistant
• Responsible, initiative, multitasking, self-organized, eager to learn
• Able to plan your own time
• Experience with Jira, Confluence

Will Be a Plus:

• Background in QA

Conditions:

• We are a small team where each team member takes part in the growth of the product and solving business problems.
• High competitive pay - we work together and grow together!
• We have a distributed team, we work remotely.
• We use Slack + Zoom + Jira + Confluence.