Technical Support Engineer I (TSE I) - Remote

Overview

As a Technical Support Engineer, you will collaborate with Helpshift’s Core Services Teams, which include Platform, Developer Experience, and Integrations Engineering. These teams work on impactful, cross-platform projects such as WebSockets platforms, Unified Logging platforms, and Distributed Job Executors.

The Core Services Team empowers other teams by enhancing developer productivity through tooling, libraries, and supporting critical public APIs and third-party integrations. If your passion lies in building scalable, resilient systems, this is the ideal team for you.

You’ll be part of a technically skilled yet fun group of engineers, tackling challenging problems while making a direct impact on Helpshift’s success.

In Short

• Act as the professional face of Helpshift, providing expert technical support to customers.
• Guide customers on various topics, from dashboard training to SDK integration troubleshooting.
• Manage and prioritize your queue of support issues, responding promptly to customer submissions.
• Stay informed about current features and bugs, filing tickets when needed for internal teams.
• Evaluate feature requests and escalate them to the Product team when appropriate.
• Debug customer issues by reproducing them, gathering critical details for escalation.
• Create and document solutions, best practices, and templated responses.
• File bugs in JIRA, provide updates across time zones, and collaborate internally.
• Analyze crash logs, scripts, and API configurations to identify patterns.
• Identify sales opportunities or billing issues and escalate them to relevant teams.
• Write scripts and tools to handle customer data requests efficiently.

Requirements

• Strong technical knowledge and problem-solving skills.
• Experience in customer support or technical support roles.
• Familiarity with APIs and SDKs.
• Ability to work collaboratively in a team environment.
• Excellent communication skills.
• Experience with JIRA or similar issue tracking tools.
• Ability to analyze and debug technical issues.
• Experience in scripting or programming is a plus.

Benefits

• Opportunity to work with a skilled team on impactful projects.
• Professional development and growth opportunities.
• Collaborative and fun work environment.
• Exposure to a variety of technologies and tools.