Technical Support Engineer

March 18

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Content Conspiracy

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Content Conspiracy is a creative copywriting and design agency. The company specializes in producing a wide range of content and design services that help brands stand out and make their voices heard. Their offerings include copywriting and editing for various purposes such as annual reports, brand stories, and web copy, along with creative content and design services like logo and identity design, infographics, and web design. Content Conspiracy also provides training and learning design services through customized workshops and business communication training. The company, agile and remote, operates in Bengaluru, Mumbai, and Boston, catering to a wide variety of clients worldwide.

Writing • Editing • Copywriting • Creative Communication • Content Strategy

2 - 10 employees

🤝 B2B

📱 Media

📋 Description

• As a Support Engineer, you will be working in a customer-facing capacity, helping to ensure they have a seamless experience using our products and navigating any issues that arise. • Additionally, you will help the resolution of any problems that may arise, working cross-functionally internally to quickly come up with the most efficient solution to ensure customers have a continuous operation of our products. • Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues. Showing a respect for all customers and team members at all times • Meeting or exceed customer expectations on response quality, timeliness and overall customer experience • Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution. • Communicating with customers and partners via the online support tool, and via audio and video calls and screen-sharing sessions • Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. • Reproducing customer problems internally, to enable the development and testing of a resolution • Collecting information and documenting bugs with Engineering for product/service issues that are impacting customers • Providing feedback to the training and documentation teams so that common or emerging issues can be addressed before they become serious or widespread • Ensuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches • Actively prioritizing tasks/workload with self-discipline and good timekeeping • Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction. • Participation in escalation calls, when required, to brief stakeholder management on support cases.

🎯 Requirements

• Excellent Communication - both verbal and written; support is conducted via web-based ticketing system and over web conferencing • Excellent troubleshooting skills • Experience of working on Linux, Unix & Windows Enterprise Server OS, with mixed skills around administration and troubleshooting • Solid understanding of the technical fundamentals of the Internet - you should have a solid knowledge of protocols such as HTTP, SSL and IPv4/v6

🏖️ Benefits

• Generous PTO & Holiday Schedule • Parental Leave • Progressive Healthcare Options • Retirement Programs • Opportunity for Education Reimbursement • Commuter Offset (Specific locations)