Product Technical Support Engineer (Remote)
Position summary
We are looking for a dynamic Product Technical Support Engineer to serve as the primary contact for both internal and external technical inquiries. In this key role, you will engage directly with customers, providing expert guidance on web service functionality, API usage, and system integrations. Acting as a bridge between our technical teams and customers, you will ensure seamless communication and efficient issue resolution.
Duties and responsibilities
- Provide timely and effective technical support by diagnosing issues, researching solutions, and offering clear guidance through written and verbal communication.
- Assist customers during the onboarding process, particularly with API integrations.
- Support the completion of questionnaires and requests for proposals related to product functionality.
- Explain proprietary algorithms and help customers understand their relevance to specific use cases.
- Analyze system issues and recommend enhancements for improved functionality.
- Log and track customer requests, preparing regular reports on interactions and resolutions.
Requirements
- Bachelor's degree in IT, Computer Science, or a related technical field.
- Experience in product technical support roles.
- Strong problem-solving skills and the ability to analyze logs and troubleshoot technical issues.
- Fluency in English and Spanish, with excellent communication skills to explain technical concepts to both technical and non-technical audiences.
- Familiarity with API documentation and a solid understanding of system integrations.
- High customer service orientation, with the ability to remain composed in challenging situations.
- Quick adaptability to new software applications and systems.
- Experience with blockchain and cryptocurrencies is a plus.