Software Support Engineer

Job Responsibilities

• Complete tasks related to onboarding new clients onto Trufla products
• Track issues on JIRA from creation to resolution, within targeted time limits
• Properly document and escalate issues that cannot be directly resolved by the Client Success team to the appropriate product team for action
• Provide prompt and accurate feedback to customers collaborating with the Account Managers where needed
• Collaborate with internal resources to provide accurate solutions to customer issues
• Prioritize and manage open issues and log all activities related to resolving issues
• Act as the conduit for translating technical information and updates into language that clients can easily understand
• Synthesize client requests, needs and feelings into the technical requirements and documentation needed to resolve the issue being identified directly or in collaboration with the product teams
• Ask customers targeted questions to quickly understand the root of the problem via JIRA, email, or phone
• Follow up with clients to ensure their issue has been successfully solved to their satisfaction
• Maintain a positive and friendly relationships with clients
• Document technical knowledge and provide ideas to the product team for future enhancement.
• When possible, participate in product planning sessions to stay on top of ongoing product updates and new functionality and features that are being developed
• Research, diagnose, troubleshoot, and resolve technical issues as they come in from clients
• If the issue requires client tenant-specific data or code changes then the changes and resolution must be documented clearly on the ticket
• If the issue is product wide then it must be reviewed, approved, and merged by the product team

Job Requirements

Job Qualifications

• 2+ years’ experience in a similar role, preferably within a marketing agency, technology/software company or professional services firm
• Willing to shift regular work schedule to support clients in various time zones
• Proven track record managing client and internal relationships

Strong understanding of at least some of the following:

• MySQL & Django
• HTML/CSS
• JavaScript
• Data processing
• React
• Linux Operating System
• Shell scripting

Familiarity with:

• JIRA
• AWS Cloud Services
• Apple Developer Program
• Google Play
• Docker Containers
• CI/CD (preferably Gitlab or GitHub)

Nice to have / Willing to learn:

• Python
• NodeJS
• Angular
• Git Version Control

Values & Competencies

• Critical thinker with strong attention to details
• Client centric thinking to ensure that our clients are always our top priority
• Outstanding interpersonal and business communications skills, both verbal and written
• Flexible and adaptable with proven problem-solving ability
• High degree of professionalism and integrity
• Exceptional organization and time management skills
• Works well within a team and independently and able to adjust to tight and changing deadlines
• Be curious and aware of new industry trends and tools that can be leveraged by Trufla and share thoughts with the team
• Open to receiving constructive feedback and willing to learn