Technical Support Engineer

OneSignal; Singapore; Remote; SGD 40,000 - 70,000; Full time

Job summary

OneSignal is seeking a Technical Support Engineer to assist APAC customers with technical issues related to their omnichannel customer engagement platform. The role involves answering queries, troubleshooting problems, and creating documentation. Applicants should have solid tech experience and excellent communication skills in both English and Mandarin, providing an opportunity to work in a dynamic startup environment.

Qualifications

• Experience in technology and programming.
• Strong written and verbal communication skills.
• Business-level proficiency in English and Mandarin.

Responsibilities

• Answer technical support questions via email and chat.
• Help customers set up the OneSignal Web and Mobile SDKs.
• Maintain OneSignal’s knowledge base and technical documentation.

Skills

Customer Support

Technical Troubleshooting

Communication Skills

Interpersonal Skills

Job description

OneSignal is a leading omnichannel customer engagement solution, powering personalized customer journeys across mobile and web push notifications, in-app messaging, SMS, and email. On a mission to democratize engagement, we enable over a million businesses to keep their users - including readers, fans, players and shoppers - engaged and up to date by delivering billions of messages daily.

1 in 5 new apps launches using OneSignal! We support companies in 140 countries, including Zynga, USA Today, Bitcoin.com, Eventbrite, Tribune, and many more - from startups and small businesses just getting off the ground to established companies communicating with millions of customers.

We’re Series C, venture-backed by SignalFire, Rakuten Ventures, Y Combinator, HubSpot, and BAM Elevate . We offer remote work as the default option in the United States in California, Colorado, Massachusetts, New York, New Jersey, Oregon, Pennsylvania, Texas, Utah and Washington. As well as in the UK and Singapore - with plans to expand the locations we support in the future. Some roles are hybrid roles and will be listed as such. We have offices in San Mateo, CA and London, UK, and offer flex seating options for employees to work together in-person where we don't have offices. Hiring in Singapore is done in partnership with a local PEO.

OneSignal has a lot of the great tech startup qualities you'd expect, but we don't stop there. Our massive scale and small team, emphasis on healthy life balance and kindness in all our interactions, and focus on ownership and personal growth make OneSignal a uniquely great place to work.

About The Team:

We pride ourselves on being the best-in-class customer messaging and SaaS provider for large-scale websites and mobile apps and we continue to make drastic improvements to our service giving us huge advantages over our competition. Providing a delightful support experience for every customer (either large or small, experienced or beginners) is a key part of our ongoing success. We believe support is more than simply answering questions -- it's also a way to better understand the needs of our clients and to find ways to make our service easier to use. The technical nature of the questions we receive and the opportunities to improve OneSignal's dashboard and SDKs means we constantly get to learn and apply new technologies each day.

In partnership with Piloto Asia Pte Ltd, we are hiring our a Technical Support Engineer in Singapore to better provide support for our APAC customers.

What You'll Do:

• Answer technical support questions via email messaging tools and chat
• Help customers set up the OneSignal Web and Mobile SDKs including for Android, iOS, React Native, Ionic, Cordova, Flutter, .NET, Unity
• Work with customers to troubleshoot and debug general and technical issues
• Test endpoints of the REST API
• Evaluate crash logs and stack traces to help solve customer issues
• Collaborate with SDK stakeholders to patch bugs and ship updates
• Respond to OneSignal Wordpress and Github issues
• Maintain OneSignal’s knowledge base and create and maintain technical documentation and video tutorials for new products and features
• Build and maintaining OneSignal’s example code and projects
• Help with OneSignal demos and customer onboarding
• Be the voice of our customers, and work closely with OneSignal’s product and engineering teams to share customer feedback and make recommendations to improve the product
• Help to drive positive reviews on G2 and other review platforms
• Train customers on product enablement to improve overall customer retention

What You'll Bring:

• Experience in technology and programming
• Enjoyment working with customers via video calls, e-mail, and chat
• Patience and integrity working with customers from all over the world (~70% of our customers are international)
• Strong interpersonal and customer support skills
• Strong written and verbal communication skills
• Business-level proficiency in English and Mandarin

Qualities we look for:

• Friendliness & Empathy
• Accountability & Collaboration
• Proactiveness & Urgency
• Growth Mindset & Love of Learning

In keeping with our beliefs and goals, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on 'protected categories,' we also strive to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place in our workplace.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on OneSignal. Please inform us if you need assistance completing any forms or to otherwise participate in the application and/or interview process.

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