Senior Technical Support Engineer | Node.js, React.js - SaaS Tools market

Job Description

We are seeking a Senior Technical Support Engineer with over 7 years of professional experience to join our team. This role requires expertise in React.js, TypeScript, Node.js, Express.js, MongoDB, and AWS, along with a strong background in customer support for web applications.

Responsibilities

• Analyze complex issues, identify root causes, and implement timely and effective solutions.
• Translate customer feedback into actionable features for the product team.
• Identify, document, and report bugs or issues experienced by customers.
• Utilize debugging and troubleshooting techniques to diagnose and resolve issues in production systems.
• Resolve technical issues, answer customer questions, and address concerns related to the platform and integrations.
• Collaborate with Customer Success and engineering teams to keep customers informed about issue statuses, resolutions, and updates.
• Create and maintain documentation of customer issues, solutions, and best practices to enhance the support process and knowledge bases.
• Monitor system performance and customer usage to identify potential issues before they impact users.
• Assist in the training and onboarding of new customers, ensuring they have a solid understanding of the platform and its capabilities.

Requirements

• 7+ years of professional experience.
• Experience with React, TypeScript, NodeJS, Express.js, MongoDB, and AWS.
• Experience handling customer support for web applications.
• Proficiency in debugging and troubleshooting techniques.
• Knowledge of common security vulnerabilities and best practices to mitigate them.
• Strong understanding of databases, 3rd party APIs, and authentication mechanisms.
• Strong problem-solving skills and a customer-centric mindset.
• Ability to explain technical concepts to non-technical users in a concise and clear manner.
• Strong communication skills in both spoken and written English.

Nice-to-Haves

• Startup experience.
• Experience working in a SaaS environment.
• Familiarity with customer support tools such as JIRA and Service Desk.
• Understanding of the iPaaS (Integration Platform as a Service) landscape.
• Bachelor's Degree in Computer Engineering, Computer Science, or equivalent.