Remote Support Engineer I – API & SaaS Integrations
ProSource
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Descrizione del lavoro
ProSource is seeking a seasoned technical support professional to assist customers using e-commerce marketplaces, ERP systems, and SaaS platforms. You will handle inquiries via phone and tickets, troubleshoot APIs and integrations, and guide escalations to resolution.
The role emphasizes effective communication with customers and internal stakeholders, maintaining smooth support operations, and contributing to post-mortem reviews for escalated cases. Remote work is supported.
Competenze
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- At least 3–5 years of technical support experience.
- Experience troubleshooting APIs and integrations; knowledge of Postman and Grafana.
Mansioni
- Provide direct phone and ticket-based technical support for customers of e-commerce marketplaces, ERP systems, and SaaS platforms.
- Troubleshoot APIs and integrations; monitor disruptions; escalate when needed.
- Manage escalations with CSM and Team Lead; participate in post-mortems.
- Monitor and report product disturbances from ticket feedback.
- Prioritize and respond to inquiries; update ticket statuses; ensure timely resolutions.
Conoscenze
Formazione
Strumenti
Descrizione del lavoro
ProSource is seeking a seasoned technical support professional to assist customers using e-commerce marketplaces, ERP systems, and SaaS platforms. You will handle inquiries via phone and tickets, troubleshoot APIs and integrations, and guide escalations to resolution.
The role emphasizes effective communication with customers and internal stakeholders, maintaining smooth support operations, and contributing to post-mortem reviews for escalated cases. Remote work is supported.
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