Support Engineer

Qonversion Inc.; London; Remote; GBP 100,000 - 125,000; Full time

Job summary

An innovative company is seeking a dedicated support specialist to join their dynamic team. In this role, you will provide remote technical support for a B2B SaaS product, ensuring customer satisfaction through effective problem resolution and prompt responses. Your responsibilities will include assisting clients with SDK integration, optimizing documentation, and using monitoring systems for log analysis. This position demands excellent English communication skills, a proactive attitude, and the ability to prioritize tasks in a fast-paced environment. If you are passionate about technology and customer service, this opportunity is perfect for you.

Qualifications

• Must articulate thoughts clearly in written and oral form.
• Experience in B2B and mobile development is desirable.

Responsibilities

• Provide remote technical support to customers in a fast-paced environment.
• Resolve customer issues efficiently and maintain satisfaction.

Skills

English Proficiency

Attention to Detail

Proactivity

Ability to Prioritize

Education

Experience in B2B

Mobile Development Experience

Tools

Kibana

Grafana

Sentry

Gleap

Slack

GitHub

Job description

We develop a B2B SaaS product for mobile applications with subscriptions. By 2024, thousands of apps trusted our platform to process around $1 billion through our infrastructure.

We operate in a rapidly evolving sector, catering to a wide spectrum of clients, from mobile developers to companies of various sizes that create apps for Apple and Google. Our clients are located globally, with a focus on Europe, the USA, and Asia.

Key Responsibilities

Provide remote technical support to customers in a fast-paced environment

Resolve customer issues efficiently and effectively

Maintain excellent customer satisfaction through prompt responses to inquiries and concerns

Prioritize and manage multiple support tickets simultaneously

Assist with integrating our SDK into client mobile applications

Optimize documentation based on user feedback

Diagnose and report bugs to ShortCut

Use monitoring systems for log analysis to detect and resolve problems quickly.

Primarily work through Gleap, Slack, Community, and GitHub.

Who you are

English Proficiency. Must be able to articulate thoughts clearly in written and oral form for interaction with international clients and colleagues.

Relevant Experience. Experience in B2B and similar fields, along with mobile development experience or training, is desirable.

Technical Background. Understanding of mobile SDK principles, ability to work with monitoring systems (Kibana, Grafana, Sentry), and basic knowledge of network and JSON format.

Attention to Detail. Must pay attention to client needs and find solutions to non-obvious tasks.

Energy and Initiative. High level of proactivity and enthusiasm required.

Ability to Prioritize. Must be able to determine priorities in a dynamic work environment and manage time and resources effectively.