Responsibilities

• Provide timely and effective initial responses to a wide range of support cases, including billing inquiries, pre-sales questions, and technical optimization issues.
• Triage support cases efficiently by directing users to existing documentation, code examples, or escalating issues to the relevant technical or business teams.
• Monitor various feedback channels such as GitHub Issues & Discussions to maintain an up-to-date understanding of user challenges and inquiries.
• Identify opportunities for internal tooling enhancements that can streamline support workflows and improve overall efficiency.
• Reproduce reported issues, create test cases, and enhance test coverage to ensure a robust support process.

Requirements

• Proven experience in a technical support role, preferably within a software development environment.
• Strong understanding of backend technologies, particularly database management, authentication services, and cloud computing.
• Excellent problem-solving skills with the ability to communicate complex technical information clearly and effectively.
• Familiarity with GitHub and other development tools is a plus.
• Ability to work independently and collaboratively in a globally distributed team.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.

Benefits

• Competitive salary and performance-based bonuses.
• Flexible working hours and the option to work remotely.
• Access to professional development opportunities and training resources.
• Collaborative and inclusive work culture that values innovation and creativity.
• Comprehensive health and wellness benefits.