Senior Technical Support Engineer

Job Description: Senior Technical Support Engineer

Location: Remote/Hybrid

Job Timings: US Eastern Time, 8 AM to 6 PM. Hours may change based on customer requirements.

Experience: 4-7 Years

Company Overview:

Deque Systems, Inc. (pronounced dee-cue) is a web accessibility software and services company dedicated to Digital Equality. We believe everyone, regardless of their ability, should have equal access to the information, services, applications, and everything else on the web. Deque collaborates with enterprise-level businesses and organizations to ensure their sites and mobile apps are accessible. With over 475,000 extensions installed and more than 5,000 audit projects completed, Deque is the industry standard. Join our growing family and help us make the web a better place for everyone.

Position Description:

As a Senior Technical Support Engineer at Deque, you will play a crucial role in supporting our products, mentoring team members, conducting internal training, communicating with customers, and sometimes delivering product demos. Your major contributions will focus on customer support, creating a knowledge base and resolving tickets related to Deque's products.

Primary Responsibilities:

- Provide exceptional support for Deque products, ensuring customer satisfaction.

- Review and resolve tickets raised by customers on Deque's products.

- Mentor and guide junior support engineers, fostering their growth and development.

- Conduct internal training sessions to enhance the technical skills of the support team.

- Communicate effectively with customers, addressing their concerns and providing timely solutions.

- Prepare and deliver product demos to showcase Deque's solutions to customers when needed.

- Collaborate with cross-functional teams to ensure seamless support and knowledge sharing.

- Contribute to the development and improvement of support processes and documentation.

Requirements:

- At least 5 years of experience in a technical support or customer-facing technical role.

- Strong problem-solving skills and the ability to troubleshoot complex technical issues.

- Excellent communication and interpersonal skills, with a customer-centric approach.

- Basic knowledge of web development (JavaScript, HTML, frontend frameworks like React, Angular, Django) and/or backend development (Java, C#, Node.js, Python, PHP, Ruby).Basic understanding of Android and iOS application frameworks is a plus.

- Familiarity with automated testing technologies such as Selenium and WebDriver is a plus.

- Good understanding of CI/CD pipeline components.

- Ability to mentor and train team members.

- Bachelor’s degree in Engineering, Computer Science, MIS, or a comparable field is preferred.

How to Apply:

Apply by submitting your resume and a cover letter. Applications without a cover letter will not be considered. In your cover letter:

- Explain your interest in joining Deque and how you align with our Core Values.

- Depict key attributes that differentiate you as a candidate.

Deque is committed to providing Equal Employment Opportunities. Reference and background checks will be required.

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F/or more information on Deque Systems, Inc. and to see all open jobs, visit Deque Systems, Inc. .