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Globality
,
London, Greater London
Senior Technical Support Engineer
Overview
Job Description
At Globality, we're proud to embody the core values of innovation, collaboration, and trust in both our culture and product. We're creating ground-breaking technology utilizing a world-class, AI-powered Platform that revolutionizes how businesses buy and sell services. We are an open, inclusive, and diverse organization and our employees are at the heart of the great products we create. We've raised over $172M and are supported by an impressive group of prominent investors, including Al Gore and SoftBank Vision Fund. Our co-founders, Joel Hyatt and Lior Delgo, are seasoned entrepreneurs who bring an extensive business-building experience to our organization. Our impressive board includes Mark Hurd (CEO of Oracle), Dennis Nally (former Global Chairman of PwC), and Ron Johnson (former SVP of Apple). We're excited to deliver the best in both innovative technologies and customer-focused experiences to realize our mission of creating a more inclusive global economy. Come help us build something great! Role Overview: Our customers are spread worldwide, and we want to make sure their experience with our platform is productive and pleasurable.If you area great people's person-someone who listens, understands, sympathizes, and fixes broken stuff, someone who can figure things out quickly, even when they are described by a non-technical person-we want you! What you'll be doing: Customer orientation and ability to adapt/respond to different types of characters Interfacing with customers over the phone or email or CRM representing customer support Proactively managing cases within support Maintaining accurate documentation using support cases in CRM, defects, and knowledge bases Developing a repository of knowledge out of the ongoing work with customers and utilize that to enhance quality, speed, and productivity of the cases Creating defects and feature enhancement in the bug tracker Closely interfacing with escalation engineering to communicate customer issues and help with reproducing complex customer scenarios Partnering with sector teams, customer success, product, and engineering to provide the voice of the customer, identifying the types of issues that generate the most support volume Creating technical knowledge base articles Providing live remote support to customers and field teams, ensuring effective and efficient communication channels with customers and internal departments Creative and efficient unscripted troubleshooting Reproducing customer problems Taking part of the 24/7 support coverage model and roll out a committed SLA based on issue and prioritization What we are looking for: 5+ years of relevant experience supporting customers in a complex software environment Strong troubleshooting, triaging, and analytical skills Experience creating and implementing new tools and processes in a technical organization Impeccable knowledge of web browsers, including Chrome, Firefox, IE, Edge, and Safari Knowledge and experience in some level of functional programming and practical experience with SQL, REST APIs, JSON Experience in testing/supporting API-based cloud integrations Excellent attention to detail, ability to multitask and to adapt easily to change, ability to maintain positive attitude while working under pressure and strict timelines Exemplary verbal and written communication skills exercised on a regular basis A driven, self-motivated person with a strong work ethic and a passion for problem solving Experience in supporting 24/7 support coverage model Experience in rolling out SLAs Experience in stakeholder management (internal and external); experience working with customer technical teams and C-level executives Additional skills required: Salesforce or similar CRM, JavaScript, AngularJS, Cloud Services, JIRA, Postman If you happen to speak a foreign language such as German, French, or Chinese, that's icing on the cake!