Do you love helping people? Do you enjoy solving problems?  TrueMotion is looking for a Technical Support Engineer (L3) extraordinaire who will be at the frontline of customer care and support.  As a Technical Support “champion,” you will resolve complex technical issues with enthusiasm, while remaining calm under pressure and displaying a customer first attitude. You should be comfortable working on complex technical issues while also being able to translate those into a language that all levels of technical aptitude can understand (from Product to Developers to Marketing).

In this role, you will focus primarily on handling inbound customer support inquiries / escalations that range from simple playbook best practices to digging into our codebase. This important customer-facing role will also assist with providing external client documentation, help mold the triaging process and provide guidance on best practices in support – our aim is to be the best in tackling our client’s needs.

Duties / Responsibilities:

  • Provide efficient and accurate technical assistance to ensure customer satisfaction
  • Provide guidance on iOS and Android mobile technologies, SDK integration and overall deployment of TrueMotion’s platform and mobile applications including backend and front-end frameworks
  • Debug customer issues and create reproducible test cases
  • Work directly with customers via email and over the phone
  • Provide escalated technical and triage support when the occasion calls
  • Work closely with Engineering, Product Management and Sales teams
  • Report on issues, resolution, service levels and customer satisfaction
  • Manage all customer support tools (e.g., ZenDesk) and support processes

Experience / Qualifications:

  • 1+ years Mobile (iOS/Android) debugging and/or development experience
  • 2+ years experience in a programming language such as JAVA, Objective C or Swift, Python
  • Big data (SQL or other database querying) experience
  • 2-4 years experience supporting a SaaS or mobile technical product
  • Superior customer service orientation
  • Ability to communicate technical concepts effectively
  • Proven analytical/problem solving ability
  • SaaS and API developer support experience preferred
  • College degree (CS degree preferred)

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