Technical Support Developer

Job Description: We are looking for a skilled Technical Support Developer to provide technical assistance and support to our clients, resolving complex issues and ensuring customer satisfaction. The ideal candidate will have a strong technical background and experience working with software development tools and technologies. This role requires the ability to diagnose and troubleshoot technical problems, communicate effectively with clients, and collaborate with internal teams to deliver timely solutions.

Responsibilities:

• Provide technical assistance and support to clients via phone, email, chat, or in-person meetings.
• Diagnose and troubleshoot software and hardware issues, identifying root causes and implementing effective solutions.
• Research and resolve complex technical problems escalated from Tier 1 support team members.
• Collaborate with internal teams, including developers, engineers, and product managers, to resolve customer issues and enhance product functionality.
• Document customer inquiries, technical issues, and resolutions in the ticketing system, ensuring accurate and timely records.
• Communicate technical information and solutions to non-technical clients in a clear and concise manner.
• Develop and maintain technical documentation, including knowledge base articles, troubleshooting guides, and FAQs.
• Participate in product testing and quality assurance activities to identify and report software bugs and usability issues.
• Stay current on product updates, features, and best practices to provide proactive support and recommendations to clients.
• Continuously improve technical support processes and procedures to enhance customer satisfaction and efficiency.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1 to 10+ years of experience in technical support, software development, or related roles.
• Strong technical background with proficiency in software development tools and technologies.
• Experience with troubleshooting software and hardware issues in a customer-facing environment.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical problems.
• Strong communication and interpersonal abilities, with the capacity to communicate technical information effectively to both technical and non-technical audiences.
• Ability to work independently and collaboratively in a fast-paced environment.
• Familiarity with ticketing systems and customer relationship management (CRM) software.
• Customer-focused mindset with a commitment to delivering exceptional support and service.

Preferred Qualifications:

• Certification in relevant technologies or ITIL certification is a plus.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform.
• Familiarity with software development methodologies such as Agile or Scrum.

Benefits:

• Competitive salary
• Comprehensive benefits package
• Opportunities for professional development and growth
• A collaborative and customer-centric work environment