Solutions Engineer
Solutions Engineer
Posted on :
26-07-2025
Employer Active
1 Vacancy
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Job Description
Requirements:
- BS degree in Computer Science Software Engineering Information Technology or any relevant field.
- 2-4 years of relevant work experience.
- Excellent written and verbal English communication skills for phone and email communication.
- Ability to quickly grasp a highly technical product to be able to provide support to users.
- Ability to provide step-by-step technical assistance both in written and verbal forms.
- Ability to interact with Technical Users.
- Strong problem-solving skills with the ability to diagnose and troubleshoot basic technical issues.
- Solid understanding of web functionality and software products.
- Knowledge of REST APIs or SDKs is a must.
- Familiarity with help desk software (e.g. Zendesk) is a plus.
- Strong customer-centric mindset with the ability to simplify complex technical concepts and build lasting relationships.
- Excellent problem-solving skills with a proactive attitude and ability to learn and share technical knowledge effectively.
Responsibilities:
- Provide timely support to both technical and non-technical customers responding promptly and accurately to their queries feature requests bug reports etc. via email or chat applications.
- Use targeted questions to quickly understand the root of customer issues.
- Contribute to product improvement by collecting customer feedback and identifying patterns or essential information from customer interactions.
- Take ownership of technical issues and queries collaborating with relevant team members from engineering sales or marketing to resolve them.
- Prioritize and manage several open issues simultaneously including proper recording tracking and resolution.
- Follow up with customers in a timely manner to inform them of bug fixes feature releases ensuring their satisfaction.
- Provide weekly/monthly reports on customer issues and their status.
- Research diagnose troubleshoot and identify solutions to resolve system issues.
- For more complex problems communicate with clients over the phone or provide clear written instructions and technical manuals until the issue is resolved.
- Assist in training or onboarding new customers.
- Resolve escalated customer complaints without the need for team lead intervention.
- Write support documentation including onboarding guides manuals and other troubleshooting documents.
Employment Type
Full Time
Key Skills
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