Technical Support Engineer

As a Technical Support Engineer at Front, you will be responsible for providing exceptional customer support by resolving technical issues, serving as a product expert, and participating in testing new features. You'll also help build internal processes and take part in an on-call rotation for urgent requests.

To become a Technical Support Engineer at Front, you should have strong technical troubleshooting skills, experience with systems like HTTP, HTML, REST, and MySQL, and a product mindset. While not required, familiarity with Node.js and React would be advantageous.

Yes, as a Technical Support Engineer at Front, experience providing technical support for cross-platform products such as web, iOS, and Android is essential. This ensures you can address a variety of customer needs effectively.

Front offers competitive salaries, equity, private health insurance, generous paid time off, and flexible Work-from-Anywhere policies. There are also wellness programs, parental leave, and a Lifestyle Stipend to promote your well-being.

At Front, you’ll experience a collaborative and innovative work environment. As a remote role based out of Ireland, you'll have the flexibility to work from anywhere while being part of a supportive team focused on customer satisfaction and product excellence.

When handling difficult customer situations, it’s crucial to remain calm and composed. Listen actively to the customer's concerns, empathize with their frustration, and provide clear solutions. This demonstrates your commitment to resolving their issue and enhances their overall experience.

Absolutely! In my previous roles, I actively engaged in troubleshooting by analyzing logs, running SQL queries, and collaborating with cross-functional teams to resolve various technical issues efficiently and effectively.

I prioritize tasks by urgency and impact, use ticket systems for tracking requests, and maintain clear communication with customers. This helps ensure that issues are resolved promptly and nothing falls through the cracks.

Teamwork is essential in this role! I regularly collaborate with fellow support engineers, product teams, and other departments to share insights, troubleshoot issues collaboratively, and contribute to continuous improvements in our support processes.

In a previous role, I collated customer feedback regarding a specific feature that was causing confusion. I presented this data to the product team, which led to a redesign, greatly improving user satisfaction and simplifying the overall experience.

I approach learning new technologies by dedicating time to hands-on practice, referencing official documentation, and exploring online tutorials or forums. Continuous learning is vital in the tech field, and I embrace every opportunity to expand my skills.

Whenever there's a new software update, I start by familiarizing myself with the release notes, explore the updated features firsthand, and engage with the team to address any challenges. Staying proactive minimizes adjustment time and enhances customer support.

I measure my success through customer satisfaction scores, the speed at which I resolve issues, and the ability to reduce recurring problems. Continuous feedback and self-evaluation help me improve my contributions to the team.

I have hands-on experience working with MySQL, including creating queries for data retrieval and management. Understanding database structures has helped me troubleshoot issues more effectively and respond to customer needs quickly.

I was motivated to apply for this role at Front due to your innovative approach to customer service and product development. I’m passionate about using technology to enhance user experiences and am excited about the opportunity to contribute to a company that values customer-first principles.