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(Fluent English) Technical Support Engineer (growth to a QA Engineer)

fully flexible
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Junior (1-2 years)
Work from: 
North Macedonia

Offer summary

Qualifications:

Fluent written and spoken English, 1.5+ years of commercial experience in Technical Support, Technical background with APIs and SQL, Experience with B2B Enterprise customers, Familiarity with ticketing systems like Jira.

Key responsabilities:

  • Manage 5 to 10 complex support tickets daily
  • Provide technical support to Enterprise customers
  • Proactively test platforms and monitor issues
  • Conduct data analysis on ticket metrics
  • Collaborate with development teams and communicate with customers
SupportYourApp logo
SupportYourApp Large https://linktr.ee/
1001 - 5000 Employees
About SupportYourApp
SupportYourApp is a Support-as-a-Service that provides augmented customer care and support services for growing startups and tech companies around the globe 💛 Our mission is to make the first customer a forever customer. We accomplish it by providing secure customer care powered by human empathy and tech solutions exceeding the in-house-like quality of service. We offer: • 12 years of experience; • 1200+ professionals on the team; • 250+ clients worldwide; • 55 operational languages; • PCI/DSS L1 Service Provider and ISO/IEC 27001:2013 certifications in service; • GDPR-, CCPA-, and HIPAA-compliance; • Amazing team connectivity and responses within 24 hours; • Refined processes of onboarding, integration and communication; • Customer-oriented specialists with exceptional language skills. Our services include but are not limited to: • Customer Support (Front desk, Tier 1); • Technical support (Tier 1-3); • Customer success and sales; • Call center services; • Back-office (data entry, content moderation & enrichment); • Data annotation; • Staff augmentation (web & software developers, UX/UI designers, QA). Every company is different and requires a unique experience. That’s why we don’t offer one-fits-all solutions but approach every client individually 💛 SupportYourApp is a multinational company with unbiased views. The assessment of candidates is not affected by such characteristics as race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of employment opportunities and benefits.
See more SupportYourApp offers

Job description

We are looking for a dedicated and technically skilled Technical Support Engineer Tier 1 who is eager to grow into a QA Engineer role. If you thrive in a collaborative environment and are passionate about problem-solving, technical troubleshooting, and customer satisfaction, we’d love to hear from you!

Product:

SaaS products to transform the vast pool of web data from the open and dark web into structured web data feeds, ready for machines to consume. 

Progressive team:

60+ qualified specialists, including developers, analysts, Product managers, sales and customer support professionals. Your mentor is an Application Team Lead with solid experience in this area. The team will have daily and sometimes weekly stand-ups.

Together We Will:

  • Manage 5 to 10 complex support tickets daily, ensuring timely task creation, prioritization, and resolution;
  • Provide technical support to Enterprise customers, tracking and analyzing support metrics;
  • Proactively test platforms by running scripts and monitoring issues such as failed crawls or missed data reviews;
  • Conduct data analysis to track ticket metrics, product testing, and ensure adherence to KPIs;
  • Perform manual monitoring and verification of active data sources, ensuring no errors in activation/search processes;
  • Collaborate with R&D and Sparta Dev teams to investigate, triage, and resolve platform issues;
  • Prioritize and monitor the addition of new domains and internal tasks;
  • Communicate directly with customers, providing ETAs and updates on issue resolution;
  • Participate in weekly meetings with tech teams to discuss and resolve ongoing technical issues;
  • Support QA tasks, ensuring product fixes and enhancements are thoroughly tested and implemented.

What We Will Need:

  • Fluent written and spoken English; 
  • 1,5+ years of commercial experience in Technical Support;
  • Ability to understand technical language and collaborate with developers;
  • Technical background, such as experience with APIs and SQL;
  • Experience working with B2B Enterprise customers;
  • Experience with ticketing systems (e.g., Jira, Monday.com, etc.);
  • Strong attention to detail, prioritization skills, and a methodical approach;
  • Exceptional communication and customer service skills.

Would Be a Plus:

  • Experience working with data analysis and support metrics;
  • Ability to manage multiple tasks efficiently and work independently;
  • Strong organizational and problem-solving skills;
  • Great sense of humor 🙂

We Offer:

  • Lots of interesting work with a Big Web Data solutions;
  • Compensation in USD;
  • International team;
  • Progressive product company with 7+ years in the IT market;
  • Fully remote.

Required profile

Experience

Level of experience: Junior (1-2 years)
Spoken language(s):
EnglishEnglish
Check out the description to know which languages are mandatory.

Hard Skills

Hardware TroubleshootingLearning MetricsData AnalysisAPI ManagementCustomer Success ManagementTechnical SupportLanguage EducationSQL (Programming Language)

Other Skills

  • Detail Oriented
  • Organizational Skills
  • Communication
  • Prioritization
  • Problem Solving
  • Customer Service
Are you interested?

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