Software Technical Support Engineer

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    "description": "<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Job Purpose</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Responsible for </span><span style=\"font-size: 10pt\">playing a core role in creating the Ultimate Customers' overall experience. He/She will work closely with cross-functional teams towards the objective of offering the best product-value offering, world-class support and retaining these Ultimate accounts as long-term, loyal customers of Luciq.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Job Responsibilities</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Expert on how Luciq product portfolio works; helping our </span><span style=\"font-size: 10pt\">ultimate</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> customers understand the features and all of the benefits that could fit their business needs.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Ensure delivery of the best support possible for our high-priority customers through working on customized initiatives, with collaboration with other cross-functional teams.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Track all customer issues efficiently &amp; effectively including SLAs, ETAs and updates; and provide them with timely updates. </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Conduct technical troubleshooting, root cause analysis, debugging and solving technical cases in a highly responsive manner with the highest quality to determine the best technical solution.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Work closely with the engineering team on escalated technical issues.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Work closely with the product team to communicate feature requests, prioritize issues and development.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Work proactively on customer retention initiatives with the customer success team.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Identify common customer challenges and proactively find ways to improve our product and processes.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Build a knowledge base for </span><span style=\"font-size: 10pt\">Ultimate</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> common cases across the different products with verified solutions and quality standards.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Drive operational excellence through quality closures and proper escalation of issues</span></li>\n</ul>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Job Requirements</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Bachelor’s degree in Computer Science or any equivalent major.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">2-4 years of </span><span style=\"font-size: 10pt\">experience providing technical support to engineers, preferably for a B2B product.</span></li>\n<li><span style=\"font-size: 10pt\">Customer service experience (bonus for SaaS/tech startup customer support experience).</span></li>\n<li><span style=\"font-size: 10pt\">Good ability to lead troubleshooting calls and interact with customers live to debug and investigate technical issues.</span></li>\n<li><span style=\"font-size: 10pt\">Experience in reproducing customer environments in order to identify root cause issues. </span></li>\n<li><span style=\"font-size: 10pt\">Superb communication and interpersonal skills.</span></li>\n<li><span style=\"font-size: 10pt\">Fluent in English verbal &amp; written, a second language is a plus.</span></li>\n<li><span style=\"font-size: 10pt\">Good ability to identify customer needs and successfully implement solutions.</span></li>\n<li><span style=\"font-size: 10pt\">Good ability to learn and adapt so that you can help and teach others.</span></li>\n<li><span style=\"font-size: 10pt\">Multitask efficiently.</span></li>\n<li><span style=\"font-size: 10pt\">Experience at a technology startup is a plus</span></li>\n</ul>",
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