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Support Engineer

Support & CS

🌍 Remote

Full-time

Support Engineer

🚀 Founded in 2019

  • 🌍 Remote-first team

  • 🏢 Headquarter: UK, London

  • 🏦  $3M seed round

Company Overview

We develop a B2B product for mobile and web applications with subscriptions. Our product merges an SDK and an analytical dashboard, aiding our clients in tracking key metrics and enhancing their applications' performance.

We operate in a rapidly evolving sector, catering to a wide spectrum of clients, from mobile developers to companies of various sizes that create apps for iOS and Android. Our clients are located globally, with a focus on Europe, the USA, and Turkey.

About the Product

Our product is a large-scale and comprehensive solution. It consists of several key components: a convenient dashboard, a multifunctional SDK, and an API. All these provide the necessary functionality for integrating subscriptions into applications. We process payments from Apple & Google Stores, provide deep analytical insights, integrate data for A/B testing, and create no-code solutions to improve user experience.

Our Team

The team consists of 11 people who work on the principle of full immersion in the problem until its complete solution. We are constantly developing a self-service approach, minimizing the recurrence of problems in the future. In our work, we strive to establish trust-based relationships with clients, including through direct communication.

Duties and Responsibilities

  • Provide remote technical support to customers in a fast-paced environment

  • Resolve customer issues efficiently and effectively

  • Maintain excellent customer satisfaction through prompt responses to inquiries and concerns

  • Prioritize and manage multiple support tickets simultaneously

  • Assist with integrating our SDK into client mobile applications

  • Optimize documentation based on user feedback

  • Diagnose and report bugs to ShortCut

  • Use monitoring systems for log analysis to detect and resolve problems quickly.

  • Primarily work through Gleap, Slack, Community, and GitHub.

Who We Are Looking For

  • English Proficiency. Must be able to articulate thoughts clearly in written and oral form for interaction with international clients and colleagues.

  • Relevant Experience. Experience in B2B and similar fields, along with mobile development experience or training, is desirable.

  • Technical Background. Understanding of mobile SDK principles, ability to work with monitoring systems (Kibana, Grafana, Sentry), and basic knowledge of network and JSON format.

  • Attention to Detail. Must pay attention to client needs and find solutions to non-obvious tasks.

  • Energy and Initiative. High level of proactivity and enthusiasm required.

  • Ability to Prioritize. Must be able to determine priorities in a dynamic work environment and manage time and resources effectively.

Jul 1, 2024