Technical Support Representative

As a Technical Support Engineer, you will play a crucial role in providing exceptional technical support directly to US-based B2B clients (Heads of Customer Support and CX depts). Your primary responsibility will be to replicate client issues and offer prompt and accurate technical solutions, and work closely with the internal engineering team. This job will involve engaging with clients over calls, record their screens, and identify and resolve issues related to the software.  This role requires a strong grasp of web technologies, including HTML, CSS, JavaScript, and PHP, as well as proficiency in GitHub and JIRA. Your expertise, coupled with your ability to reference internal databases and external resources, will ensure that our clients receive top-notch support and a seamless experience with our software. It's important that you can work during Pacific U.S. time zone hours. Responsibilities: Engage in direct communication with US-based B2B clients to understand and diagnose their technical issues related to the software. Take screen recordings during client interactions to better comprehend the nature of the reported issues. Replicate and troubleshoot basic and complex technical issues experienced by clients, including account setup. Diagnose and troubleshoot technical issues, working diligently to identify points of difficulty within their workflow on the software. Collaborate closely with the internal engineering team to escalate and resolve complex technical problems efficiently. Provide prompt and accurate technical solutions to clients, ensuring their issues are addressed satisfactorily. Utilize your expertise in HTML, CSS, JavaScript, PHP, GitHub, and JIRA to deliver effective support and solutions. Refer to internal databases and external resources to access relevant information and maintain up-to-date knowledge of the product and its updates. Act as a reliable resource for clients, offering guidance and best practices to maximize their productivity and experience with the software. Document and maintain detailed records of client interactions, issues, and resolutions in our support system. Handle Answer L2 tickets, addressing more advanced technical inquiries and troubleshooting. Requirements: Proven experience in a technical support or similar customer-facing role, preferably in a B2B software environment. Strong proficiency in web technologies, including HTML, CSS, JavaScript, and PHP. Familiarity with version control systems like GitHub and issue tracking tools like JIRA. Excellent communication skills and ability to communicate technical concepts clearly to non-technical users. A proactive and problem-solving attitude, with a dedication to providing exceptional customer service. Ability to work independently and in collaboration with cross-functional teams. Strong organizational skills with attention to detail and the ability to multitask effectively. Prior experience in software development or programming will be advantageous. Flexibility to work in a fast-paced environment and adapt to changing priorities. Ability to work during Pacific U.S. time zone hours, ensuring availability for real-time interactions with US-based clients and collaboration with the internal team across different time zones. Preferred Qualifications: Bachelor's degree in Computer Science, Information Technology, or related field. Relevant certifications in web development or technical support. Experience with B2B software support or working with complex workflows. Familiarity with customer support tools like Salesforce, Zendesk etc. Join our dynamic team and be part of our mission to deliver outstanding support and ensure client success with the software. If you are a tech-savvy problem solver with excellent communication skills, we encourage you to apply and help us create a seamless user experience for our clients.