Technical Support Engineer

At Khoros, our passion is to help the world’s best brands create customers for life. We build products we’re proud of, and we’re passionate about customer success. As part of the Vista Equity family, you’ll receive best-in-class development opportunities and the ability to work with global brand customers like Samsung, HP, Sony, and Visa.

Job Description – TSE

Role

Technical Support Engineer
If you’re interested in being part of an amazing team that is a customer satisfaction leader and is working towards being one of the top global software support organizations, here’s where you’d be able to make a difference:
Monitor requests through multiple channels including email, chat and phone, providing support and responding to queries from our customers in an accurate and timely manner
Escalate problems to the correct teams where appropriate
Resolving complex requests without needing to escalate
Identifying documentation requirements in our knowledge base
Maintaining our high standards for customer communication and response times
Engaging in training opportunities on our products and key technical areas 

We need a customer focused individual with an enthusiasm for technology and  social media and who loves engaging with people. We’re looking for someone who gets a kick out of helping their colleagues as well as solving problems for customers. There’ll be plenty of opportunities to learn about our products and develop your career in a technical or customer-centric direction.
 
Role and Responsibilities
You’ll be responsible for providing technical support to our customers for Care Product. You will learn to understand the Care product from a functional and technical standpoint and be able to respond to customer queries, as reported via our ticketing system. The team sets high standards for the work they do while also maintaining a learning oriented work environment. You’ll be challenged to scale up quickly and learn many new technologies. This is a customer facing role.
Work on Severity 2/3 issues on Community Product for different customers.
Respond to customers within defined SLAs and committed timelines.
Escalate problems to the correct teams where appropriate.
Resolving simple to complex requests without needing to escalate.
File production deployment requests on behalf of our customers.
Identifying documentation requirements in our knowledge base.
Maintaining our high standards for customer communication and response times.
Engaging in training opportunities on our products and key technical areas.

 Shift Types:
AMER  shift

Required
3-5 years of experience in technical support roles, ideally supporting web applications or products.
Demonstrable interest in software and technology.
Ability to understand and troubleshoot technical issues.
Excellent written and spoken communication skills.
Able to communicate effectively between teams and individuals of varying technical expertise.
Familiar with checking logs, APIs, HTML and CSS
Able to multitask effectively while working on customer issues.
Ability to help and guide junior colleagues  with cases as and when required

Desirable
Experience in Web Technologies like HTML5, CSS, JavaScript, JQuery, etc. or Programming languages like Java, JEE, or python.
Experience in HTTP REST APIs

Understanding of SQL queries
User level experience of Linux Environment
General idea about Multi-Tier Web Application architecture
Technical or support certifications such as ITIL V3/V4

About Khoros

The Khoros platform connects every facet of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management so brands can listen, respond, and act on customer conversations- creating deep relationships and fostering brand loyalty and advocacy.

Khoros offers a great working environment and competitive compensation and benefits packages. We're looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, working with the best and brightest in the social media software industry.

Our Core Values

  Accountability - We embrace an ownership mentality

Customer-Centricity - We are obsessed with achieving customer value

 Agility - We move with urgency and purpose