Job Description
We are seeking a talented Product Support Engineer to join our customer success team. In this role, you will diagnose, troubleshoot, and resolve complex customer issues while maintaining the highest standards of service. You will work with customers to understand their business challenges, debug code, implement fixes in C++ and/or Java, and provide expert guidance to ensure their success with our platform.
Key Responsibilities
Debug code, identify workarounds, and implement software fixes in C++ and/or Java to resolve customer issues
Partner with customers to diagnose, isolate, and resolve software defects with precision and efficiency
Communicate professionally and clearly with customers to troubleshoot issues and deliver rapid solutions
Assess the urgency and impact of customer issues, determining appropriate prioritization and escalation
Deliver first-class customer service to both external and internal stakeholders
Ensure service level agreements (SLAs) are consistently met for all assigned incidents
Provide comprehensive resolutions and workaround recommendations in response to customer inquiries
Requirements & Experience
Demonstrated passion for customer success and cutting-edge technology
Willingness to own problems from identification through resolution
Creative problem-solving approach with excellent analytical skills
Commitment to continuous improvement in technical and problem-resolution capabilities
Strong collaborative skills with the ability to perform effectively under pressure
Ability to prioritize tasks accurately and meet deadlines consistently
Strong structured analytical and logical reasoning skills
Qualifications
Professional experience in software development using C++ and/or Java
Bachelor's degree in Computer Science or related discipline, or equivalent industry experience
Working knowledge of relational databases and SQL (read/write capability)
Hands-on experience with multiple operating systems (Windows, Linux, OS X)
Proficiency in debugging tools such as Visual Studio and/or GDB
Familiarity with modern data systems (NoSQL, Hadoop, REST APIs) - a plus