Sr. Support Engineer / Remote / FL

About DevSavant

At DevSavant, we are a trusted technology partner. We deliver innovative, high-quality solutions with a focus on excellence and results. Our people are at the heart of everything we do, fostering a culture of growth and well-being. Join us and thrive in a supportive, success-driven environment.

Responsibilities

•  Fast Customer Responses: Our customers are often “in the field” where time is money and we act with urgency to resolve their questions.
• Deliver Accurate Information: Our customers have come to know, and appreciate outstanding service, that starts with giving them accurate information the 1st time they reach out.
• "Wow” Our Customers: Our customers consistently rate us in the upper echelon of Product Support - we do that by executing with fast, accurate responses, and bringing out best to the customer experience.
• Handle customer and prospective customer inquiries, primarily originating from chat/email/support desk, focused on product functionality and on-boarding, to troubleshooting and developer support.
• Become a product expert, understanding capabilities for how to help customers build their mobile applications, as well as troubleshooting API integrations, helping to set up users, build robust reporting, etc.
• Provide accurate, valid, and complete information by using internal tools and documentation, escalating for additional support as needed.
• Provide feedback to the Management and Product Development team on potential areas of improvement, as well as feedback on customer-facing tools and documentation.
• Report issues (bugs) to the Engineering team and keep track of the progress.
• Reroute customer inquiries to Sales for follow-up or to address potential sales or upsell opportunities.
  
• Work to maintain high CSAT levels, including first response rate, time to resolve, and NPS target rates.
• Although the majority of support is done electronically, occasional phone calls to resolve customer inquiries in a more timely fashion may be required.
• Create and update clear help documentation to assist our customers.
• Work to uplevel the skillsets of junior engineers.

Requirements

• 3-5 years of experience in tech support for SaaS.
• Between 3-5 years experience in JavaScript, HTML/CSS.
• Driven and willing to learn complex product/features.
• Able to handle ~30 tickets per day (able to handle multiple tickets at the same time, a.k.a context switching.
• Preferred experience in leveraging API/Webhook, GIS software (QGIS, ArcGIS)
• Experience getting on zoom calls and working with customers to get device data including logs and databases.
• Experience identifying patterns in the issue log and working with engineering to identify meta issues in the code.
• Power Skills Deliver Accurate Information: Our customers have come to know, and appreciate outstanding service, that starts with giving them accurate information the 1st time they reach out.
• "Wow” Our Customers: Our customers consistently rate us in the upper echelon of Product Support - we do that by executing with fast, accurate responses, and bringing out best to the customer experience.
• Proficient in English, both verbal and written, especially comprehension
• Work to uplevel the skillsets of junior engineers.
  

Qualities we're looking for

• A results-driven mentality with a focus on delivering high-quality AI solutions.
• Ownership thinking with the ability to take initiative and make decisions.
• Passion for building innovative AI solutions that solve real-world problems.
• A GTD attitude. Identify next actions, communicate intent, and execute. We're a fast-paced team, and this role covers a wide area, so a results-driven mentality is critical.
• Ownership thinking. Have the ability to take ownership and make decisions. Passion and self-motivation are key. We don't micromanage, you'll be expected to own and deliver.
• The desire to build something great and bring technical solutions to people to solve their problems.
• Bonus: You {love tacos🌮, love AI + products, have a good sense of humor}