TECHNICAL SUPPORT ENGINEER
IT, Customer Service
Bengaluru, Karnataka, India
Posted on Thursday, October 26, 2023
Esper is the industry’s first DevOps SaaS platform designed to provide a simple, safe, and secure way for engineering and DevOps teams to release applications and manage smart Android devices. Our device infrastructure enables developer, mid-market orgs, and enterprise fleets of 100,000+ devices to deliver their software as a service. Esper has rapidly-growing global customer adoption among some of the world’s most innovative major brands in retail, hospitality, logistics, and healthcare.
Why This Role Is Unique:
Esper has a rapidly growing customer base, made up of customers deploying one device, to hundreds of thousands. Our Technical Support Engineers will be responsible for the first line of support for our customers. This person will work cross functionally with our customers, our success team and our solutions engineering team. We’re looking for a skilled Technical Support Specialist who is excited to work in a fast-paced, agile environment and will be motivated and passionate about driving tech forward with a passion for providing a great customer experience for years to come.
What You'll Be Doing
Provide telephone and email based technical support for our customers who have implemented Esper, responding to and resolving customer issues in a timely fashion.
Collect the required details for the issues reported by customers, Diagnose / Investigate, and solve application queries and answer customer questions.
Provide superior customer service in regards to our Mobile Device Management SolutionsAble to plan, prioritize and organize workload, consistently working within service standards and agreed objectives.
Endeavor to respond to all customer requests in a timely manner while improving customer experienceUse various devices to reproduce customer environments in order to troubleshoot issues further.
Communicate with internal product support teams to resolve product issues.
Flexible to work in different shifts.
What We’re Looking For
Knowledge on SaaS product support which has a cloud console -preferably in the mobility space.
Experience on Mobile Device Platforms (Android)Worked on log collection and analyzing tools.
Proficient in working on support desk/CRM tools such as Zoho/Zendesk/Salesforce.
Experience of issue tracking software such as Jira/Bugzilla/Mantis/Remedy.
1-3 years of work experience in the customer experience/support space.
Ability to work independently and make decisions.
Must possess strong communication skills in English, both written and verbal.
Demonstrated ability to manage multiple priorities.
High attention to detail.
Passion for resolving customer issues.
Bonus points if you have:
if you have Domain expertise in DevOps, Hardware, SaaS, or Android.
Understanding of Mobile Device Management(MDM), Enterprise Mobility Management( EMM).
Proven experience working in an evolving, high growth environment
What we think makes us special
Esper is a company where everyone matters and you can see your impact daily. We trust our teammates and offer intense ownership and therefore accountability. We’re inventing the future and building something special. The team really enjoys what we do and cares about your input. We don’t hire just to fill a spot, we want you to make a difference.
As you help us build this special company, Esper will take care of you. We offer flexible vacation, regular hack-days, competitive pay and benefits, and room for advancement. We hire capable veterans so we avoid the drama and trust in each other’s work. Our worldwide footprint mixes different cultures for a unique experience. We also like to have fun because we play just as hard as we work.
Don’t meet every single requirement?
Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Esper we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.