Esper Looking for Technical Support Engineer at Bengaluru, Karnataka Full Time

BANGALORE /CUSTOMER SUCCESS /FULLTIME

Esper is experiencing hyper growth! We’re 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 Solutions

Able 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 experience

Use 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

0-3 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

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 fast-growing, well-funded 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.