Offer summary

Qualifications:

Basic proficiency in PHP (Symfony framework) for backend troubleshooting., Familiarity with React for frontend troubleshooting., 2-3 years in a technical support role, supporting web-based applications., Strong communication abilities and problem-solving skills..

Key responsabilities:

Serve as the first point of contact for all user inquiries.

Respond to user requests in a timely and professional manner.

Create, categorize, and manage support tickets upon receiving inquiries.

Maintain comprehensive documentation of support issues and propose improvements.

Job description

Job Description:

We are seeking for a Product Support Engineer to join our team.

You will be responsible for responding to user inquiries, troubleshooting issues, and collaborating with the development team to ensure timely resolutions.

A strong foundation in debugging applications and excellent communication skills will be critical for success in this role.

Qualifications & Requirements

Technical Skills:

Basic proficiency in PHP ( Symfony framework ) for backend troubleshooting
Familiarity with React for frontend troubleshooting
Basic knowledge of MySQL for basic queries and data analysis
Previous experience with ticketing system ( preferably Jira )

Technical Skills:

Strong communication abilities to effectively guide internal users and document issues
Problem-solving skills and logical approach to troubleshooting
Customer-focused mindset with a desire to assist users

Experience:

2-3 years in a technical support role, supporting web-based applications
Experience working with cross-functional teams in fast-paced environments

Key Responsibilities

User Support:

Serve as the first point of contact for all user inquiries
Respond to user requests in a timely and professional manner, providing clear and concise guidance

Ticket Management:

Create, categorize, and manage support tickets upon receiving inquiries
Track, update, and prioritize tickets to ensure timely resolutions

Technical Troubleshooting:

Use basic debugging skills to replicate, analyze, and diagnose issues
Work with the development team to escalate and resolve complex issues

Documentation and Process Improvement:

Maintain comprehensive documentation of support issues and resolutions for future reference
Identify trends in reported issues and propose improvements to enhance platform stability
Create and maintain clear and concise user documentation and knowledge base articles to minimize repetitive support requests
Proactively update and improve documentation based on feedback and newly identified user needs

Required profile