Senior Technical Support Engineer (Blockchain SaaS)
Michael Page
- Genève
- CDI
- Temps-plein
- Prioritize and manage the customer support workflow, ensuring timely resolution of issues.
- Diagnose, troubleshoot, and resolve technical issues reported by customers utilizing a blockchain SaaS solution, including issues with smart contracts, blockchain logic, and NFT deployment.
- Learn and work with emerging technologies related to the integration of a blockchain platform into client systems.
- Act as the first technical point of contact for clients with issues concerning Aura Web APIs and Front-Ends.
- Debug issues in web applications that are using the company's API.
- Work alongside the development and technical teams to help resolve deeper technical issues.
- Keep track of system issues and adhere to agreed timelines until resolution.
- Interact with clients via phone, email, or chat, providing clear and concise written and verbal instructions.
- Maintain procedural documents and reports related to support activities.
- Follow and create standard procedures to resolve issues, connecting them to relevant internal processes.
- Provide prompt and accurate feedback to customers, ensuring their satisfaction.
- Ensure proper documentation of all technical issues and resolutions.
- Follow up with clients to ensure their computer systems are functioning properly after troubleshooting.
- Document technical knowledge in the knowledge database for future reference.
- Train customers and/or team members on how to use the company's UI and APIs.
- Monitor daily performance of technical systems and address any issues that arise.
- Support QA teams in test plans and manual test cases for APIs and websites, identifying bugs and functional problems.
- Collaborate closely with development and product teams to understand feature specifications and incorporate user feedback into product requirements.
- Report bugs in Jira and provide detailed information on issues.
- At least 3 years of experience in a full time Tech Support role.
- At least 5 years of experience working in a technology role related to Tech Support such as Software Developer, Project Manager, Product Manager or similar roles.
- Knowledge of software development technologies such as JavaScript, TypeScript, Node.js, and React.
- Experience with help desk software such as Jira Service Management, Zendesk, etc.
- Strong problem-solving and troubleshooting skills.
- Excellent communication and interpersonal skills.
- Ability to work effectively in a fast-paced, collaborative environment.