Business Support Engineer

We count on Business Support Engineers to provide technical support to our managed partners and enterprise-scale customers. Our enterprise solution helps medium and large businesses communicate with customers all over the world, so they can connect with them in a simple, secure, and reliable way.

You combine passion for outstanding customer service with a product mindset to ensure that key insights are communicated to our product teams. We are looking for people who have the expertise of managing technical integrations, fostering developer/business relationships, and who have a desire to improve the support experience of our customers.

Responsibilities

• Assist our customers in managing complex enterprise systems, and high-quality tools that enable their business.
• Become an expert on Business Platforms and how to best deploy and troubleshoot them.
• Effectively and proactively communicate customer issues across cross-functional teams
• Identifies opportunities for improvement in our support offering, training and processes for customers.
• Act as a trusted advisor to partners in developing and prioritizing comprehensive, data-driven tool improvement requests and raise core problems to our Engineering and cross functional partners.
• Act as a portal for technical communication between outside developers and our product teams.
• Partner with your fellow team members to contribute effectively in decision making and provide thoughtful ideas and proposals to improve customer/agent experience or efficiency.
• Ability to work on certain weekends during normal business hours, as part of a scheduled rotation.

Minimum Qualifications

• BA/BSc degree in Engineering, Computer Science or related field or international equivalent.
• 2+ years of programming experience.
• 2+ years of project experience, communicating with people at all levels (internal and external).
• Analytical-thinking and problem-solving experience.
• Experience working across a global multicultural and multilingual team, solving problems and designing business operations from scratch.
• Experience communicating with cross-functional partners (both technical and non-technical audiences).

Preferred Qualifications

• Experience working autonomously and prioritizing work with minimal input.
• Proven experience collaborating and communicating across a global team and with external partners.
• Experience with large scale enterprise system development.
• Experience with the full web stack, REST API development and technologies, and bug management support.
• Experience with managing key customer relationships.
• Knowledgeable in driving solutions for global business use cases.
• Time management and multitasking experience.
• Experience with process change management or process improvement.
• Experience working in a technology company, consulting firm or equivalent fast-paced environment.