Technical Support Engineer

We are seeking a skilled and motivated Technical Support Engineer to join our dynamic team. As a Technical Support Engineer, you will be responsible for providing excellent technical assistance and support to our customers. You will play a critical role in troubleshooting and resolving complex technical issues related to the HeadSpin platform. This is an exciting opportunity to contribute to the success of our customers and collaborate closely with our development and product teams.  If you are currently in a technical support role at a B2B SaaS company, this is perfect for you!

What You'll Do

• Serve as the primary point of contact for customer technical inquiries and issues related to our mobile testing platform.
• Conduct thorough and accurate analysis of customer issues to identify root causes and provide effective solutions.
• Troubleshoot and resolve complex technical problems related to software installation, configuration, usage, and integration.
• Collaborate closely with the development and product teams to escalate and resolve critical customer issues.
• Document and maintain a comprehensive knowledge base of common issues and resolutions to enable self-service support resources.
• Provide timely and proactive communication to customers regarding the status of their technical inquiries and escalations.
• Collaborate with cross-functional teams to identify opportunities for product improvements and feature enhancements based on customer feedback.
• Participate in customer onboarding and training sessions to ensure the successful adoption of our mobile testing platform.
• Continuously stay updated on industry trends, best practices, and emerging technologies to enhance technical support capabilities
  

What You’ll Need

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
• Proven experience in a technical support role, preferably in a SaaS-based or software development environment
• Strong knowledge of mobile applications, mobile operating systems (iOS, Android), and mobile testing concepts
• Proficiency in troubleshooting complex software issues, including log analysis and debugging techniques
• Familiarity with software development methodologies (Agile, Scrum) and version control systems
• Excellent problem-solving and analytical skills with a strong attention to detail
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences
• Ability to thrive in a fast-paced, dynamic startup environment and manage multiple priorities effectively
• Self-motivated and proactive attitude with a passion for customer success
  

Bonus Points:

• Experience with testing tools, frameworks, and automation technologies
• Familiarity with cloud computing platforms (e.g., AWS, Azure, Google Cloud)
• Knowledge of programming languages such as Python, Java, or JavaScript
• Prior experience working with mobile device emulators, simulators, or physical devices