NextBillion.ai Looking for Technical Support Engineer at Remote Full Time

Remote

Work Type: Full Time

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software problems and help our customers understand and use our tech solutions.

Technical Support Engineer responsibilities include resolving infrastructure issues, configuring systems and using remote meetings to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues.

For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering, and 3+ years experience in an engineering / support role. If you’re naturally a helper, and are able to explain technical details simply, we’d like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Roles and Responsibilities:
Provide support to customers via phone and email leveraging internal resources.

Triage and troubleshoot cases coming in from customers.

Document all customer customer requests, contact information, and support issues in the ticketing system.

Prioritise and manage several open issues at one time

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Maintain a high level of Customer Satisfaction.

Demonstrate empathy, patience and responsible judgement with every customer to ensure the best and most appropriate outcome based on each situation.

Track system issues through to resolution, within agreed time limits Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers

Work as a team to deliver exceptional Customer Experiences in each support interaction

Job requirements:
3 – 5 yrs of hands-on support experience with global customers in the Product Support space.

Bachelor’s Degree in Engineering, Computer Science, or related technical field.

Troubleshooting experience is desirable

Working knowledge of Hubspot or other ticketing systems is preferred.

Demonstrated technical knowledge and are eager to learn new skills

Clear, concise, and effective written and oral communication skills.

Ability to provide step-by-step technical help, both written and verbal

Good understanding of computer systems, mobile devices and other tech products

Ability to diagnose and troubleshoot basic technical issues

Hands-on experience with Windows/Linux/Mac OS environments

Deep understanding of RESTful APIs and service endpoints.

Empathy towards customers and understanding their needs.

Ability to thrive in a fast-paced performance-driven environment.

Experience in SaaS or other tech startups is a plus

Excellent critical thinking skills with an ability to find creative solutions

Highly detail-oriented and focused on quality

Customer-first attitude with a strong sense of empathy and excellent follow-up skills

Superior time management and organisation skills and attention to detail.

Team player-supportive to product support lead, collaborative, sharing newly learned knowledge with one another, and filling in for one another as needed

Demonstrated ability to adapt to a fast paced and changing technical environment

Self-starter, seeks out challenges

Flexibility in working in different rotational shifts and weekends.

About NextBillion.ai

NextBillion.ai is a first-ever decentralised, customizable, and tailored map stack focused on the transportation/logistics industry.

NextBillion.ai helps solve highly complex transportation and operational challenges. Every customer, use case, geography is different, and NextBillion.ai is able to integrate these differences directly into their mapping environment.

NextBillion.ai provides last-mile delivery, telematics, food delivery, automotive, and ride-hail with location tools and API’s that help them adopt an AI-first approach. NextBillion.ai is customizable to be hyper-local and pinpoint accurate for difficult to solve enterprise use cases.

Nextbillion.ai was founded in January 2020 by Ajay Bulusu, Chief Product Officer Gaurav Bubna and CTO Shaolin Zheng. They were formerly part of the map team at Grab, a multinational ride-hailing and food delivery company. The startup is headquartered in Singapore and currently has 55 employees spread across Hyderabad, Bengaluru, India and Singapore. NextBillion.ai has raised a total of $7m in funding backed by Falcon Edge Capital, Lightspeed India Partners and several private investors.