Technical Support Engineer (US)

Job description

Job Location

Remote, preferable from USA or Japan


We put an extraordinary amount of effort and love into building the best automation platform for mobile developers. We're looking for someone who can apply that same vision and thoughtfulness to the communication with the members of our community asking for support.

 

Responsibilities

  • Diagnose and troubleshoot technical issues
  • Take ownership of customer issues reported and see problems through to resolution
  • Properly escalate unresolved issues to appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Prioritize and manage several open issues at one time
  • Ask customers targeted questions to quickly understand the root of the problem
  • Document troubleshooting and problem resolution steps

On typical days, you'll

  • Communicate with clients from around the world within our business hours and help them solve issues that arise during the build process
  • Analyze build logs to determine root cause and guide users through to resolution
  • Escalate high complexity issues or system issues to our development team
  • Sync with the Support team in Hungary

Requirements

You must have

  • Flawless written English
  • Excellent problem-solving and communication skills
  • Ability to diagnose and troubleshoot basic technical issues
  • Ability to provide step-by-step technical help, both written and verbal

Big plus if you have experience in

  • Test automation engineer role
  • Log analysis role
  • Managing and maintaining build environments