Senior Support Engineer
About DevSavant
At DevSavant, we are a trusted technology partner. We deliver innovative, high-quality solutions with a focus on excellence and results. Our people are at the heart of everything we do, fostering a culture of growth and well-being. Join us and thrive in a supportive, success-driven environment.
Responsibilities
Fast Customer Responses: Our customers are often “in the field” where time is money and we act with urgency to resolve their questions.
Deliver Accurate Information: Our customers have come to know, and appreciate outstanding service, that starts with giving them accurate information the 1st time they reach out.
"Wow” Our Customers: Our customers consistently rate us in the upper echelon of Product Support - we do that by executing with fast, accurate responses, and bringing out best to the customer experience.
Handle customer and prospective customer inquiries, primarily originating from chat/email/support desk, focused on product functionality and on-boarding, to troubleshooting and developer support.
Become a product expert, understanding capabilities for how to help customers build their mobile applications, as well as troubleshooting API integrations, helping to set up users, build robust reporting, etc.
Provide accurate, valid, and complete information by using internal tools and documentation, escalating for additional support as needed.
Provide feedback to the Management and Product Development team on potential areas of improvement, as well as feedback on customer-facing tools and documentation.
Report issues (bugs) to the Engineering team and keep track of the progress.
Reroute customer inquiries to Sales for follow-up or to address potential sales or upsell opportunities.
Work to maintain high CSAT levels, including first response rate, time to resolve, and NPS target rates.
Although the majority of support is done electronically, occasional phone calls to resolve customer inquiries in a more timely fashion may be required.
Create and update clear help documentation to assist our customers.
Work to uplevel the skillsets of junior engineers.
Requirements
3-5 years of experience in tech support for SaaS.
Between 3-5 years experience in JavaScript, HTML/CSS.
Driven and willing to learn complex product/features.
Able to handle ~30 tickets per day (able to handle multiple tickets at the same time, a.k.a context switching.
Preferred experience in leveraging API/Webhook, GIS software (QGIS, ArcGIS)
Experience getting on zoom calls and working with customers to get device data including logs and databases.
Experience identifying patterns in the issue log and working with engineering to identify meta issues in the code.
Power Skills Deliver Accurate Information: Our customers have come to know, and appreciate outstanding service, that starts with giving them accurate information the 1st time they reach out.
"Wow” Our Customers: Our customers consistently rate us in the upper echelon of Product Support - we do that by executing with fast, accurate responses, and bringing out best to the customer experience.
Proficient in English, both verbal and written, especially comprehension
Work to uplevel the skillsets of junior engineers.
Qualities we're looking for
A results-driven mentality with a focus on delivering high-quality AI solutions.
Ownership thinking with the ability to take initiative and make decisions.
Passion for building innovative AI solutions that solve real-world problems.
A GTD attitude. Identify next actions, communicate intent, and execute. We're a fast-paced team, and this role covers a wide area, so a results-driven mentality is critical.
Ownership thinking. Have the ability to take ownership and make decisions. Passion and self-motivation are key. We don't micromanage, you'll be expected to own and deliver.
The desire to build something great and bring technical solutions to people to solve their problems.
Bonus: You {love tacos🌮, love AI + products, have a good sense of humor}
Benefits
At DevSavant, people are our core priority, and we strive to create an environment that supports your growth and well-being. While keeping things simple and effective, we offer key benefits to ensure a positive work experience, including:
A fully remote job that allows you to work from wherever you’re most productive.
A flexible schedule to help you balance your work and personal life.
Join us and enjoy a work environment that values your contributions and adapts to your needs!
At DevSavant, we’re on the lookout for a Senior Support Engineer who is eager to make a real impact. Our team is dedicated to providing top-tier technology solutions and stellar customer experiences. As a Senior Support Engineer, you will be the first point of contact for our customers, acting with urgency to resolve their queries. You’ll dive deep into product functionality, troubleshoot issues, and guide customers through the onboarding process. Your expertise in JavaScript, HTML/CSS, and your passion for technology will enable you to not just resolve issues but truly 'wow' our customers with your service. You’ll also collaborate closely with our Engineering and Product Development teams, providing valuable feedback and insights that will help improve our offerings. In this role, you’ll handle around 30 tickets a day while maintaining high customer satisfaction levels. We’re looking for someone with a results-driven mentality who enjoys mentoring junior engineers and isn’t afraid to take initiative. Plus, with a fully remote setup and flexible hours, you’ll have the freedom to work in a way that suits you best. Join DevSavant, where innovation meets a supportive environment, and grow with us while making a difference in the world of technology.
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