3+ years
Full-time (40h)
SaaS Tools
Full Remote
React.js
Node.js
TypeScript
MongoDB
AWS Lambda
Jira
Requirements
Must-haves
- 3+ years of software development experience
- Experience with React, TypeScript, NodeJS, Express.js, MongoDB, and AWS
- Experience handling customer support for web applications
- Proficiency in debugging and troubleshooting techniques
- Knowledge of common security vulnerabilities and best practices to mitigate them
- Strong understanding of databases, 3rd party APIs, and authentication mechanisms
- Strong problem-solving skills and a customer-centric mindset
- Ability to explain technical concepts to non-technical users in a concise and clear manner
- Strong communication skills in both spoken and written English
Nice-to-haves
- Startup experience
- Experience working in a SaaS environment
- Familiarity with customer support tools (e.g. JIRA, Service Desk, etc.)
- Understanding of the iPaaS (Integration Platform as a Service) landscape
- Bachelor's Degree in Computer Engineering, Computer Science, or equivalent
What you will work on
- Analyze complex issues, identify root causes, and implement timely and effective solutions
- Translate customer feedback into actionable features for the product team
- Identify, document, and report bugs or issues experienced by customers
- Utilize debugging and troubleshooting techniques to diagnose and resolve issues in production systems
- Resolve technical issues, answer customer questions, and address concerns related to the platform and integrations
- Work alongside the Customer Success and engineering teams to keep customers informed about issue statuses, resolutions, and updates
- Create and maintain documentation of customer issues, solutions, and best practices to enhance the support process and knowledge bases
- Monitor system performance and customer usage to identify potential issues before they impact users
- Assist in the training and onboarding of new customers, ensuring they have a solid understanding of the platform and its capabilities