Senior Customer Support Engineer

Senior Customer Support Engineer

At LeapXpert, we're revolutionizing business communication by seamlessly integrating the familiarity of consumer messaging apps with enterprise-grade security and compliance.

As pioneers in responsible business communications, we empower employees and clients to connect through their preferred messaging platforms while upholding the highest standards of governance and security.

Our mission is to transform workplace communication globally.

We've been recognized as a Visionary in Gartner's Magic Quadrant for Digital Communications Governance and Archiving Solutions, raised a $20 million Series B funding round—bringing our total funding to $60 million, and earned the trust of top-tier institutions worldwide, who rely on our platform daily to streamline client communications.

This is just the beginning—we're growing rapidly and we're seeking passionate, talented individuals to join our team.

This is your opportunity to work on impactful projects using cutting-edge technologies alongside driven innovators from around the world. Apply now to be part of something revolutionary

We are looking for a
Senior Customer Support Engineer
to assist customers with reporting incidents, initial triage and onboarding of a company's product or service and guide clients through installation and resolving issues as needed.

Responsibilities:

• Perform operation activities part of a support center that involves customer system operations, maintenance activities, documentations, and software release management
• Take ownership of customers' issues and follow problems through to resolution. The process involves Identifying, analyzing and report testing results for an assigned incident on production or DEV/UAT environment
• Coordinating with other departments to ensure that customer service issues are resolved quickly and efficiently
• Identifying and sharing process improvements to increase efficiency in customer service operations to manager
• Helping customers by answering questions, resolving problems, and providing information about products and services
• Report, track, and monitor defects in the defect tracking system, provide regular reports of overall performance by customer that includes SLA, Customer health score, CSAT etc.
• Investigate defect reports from production support, isolate their causes, inform development teams for fixing and retest to ensure adequate resolutions
• Work closely with the engineering and development teams to design delivery/support strategies
• Work on the interpretation of quality assurance issues and problems for technical and non-technical users
• Support on release and feature items delivery directly with customer

Your skills and experience:

• 7+ years of experience as a support engineer or relevant roles, preferably in software space
• Experience with application support.
• Deep understanding of fintech software, compliance solutions and/or Unified Communication product is a plus
• Exposure to any SaaS platforms, either as a engineer, QA or testing for web-based and mobile applications will be advantageous
• Good understanding of the service operations, ITSM tools and ITIL exposure will be key
• Ability to effectively manage time, and arrange and carry out multiple tasks of different priorities
• Experience in developing, documenting RCA & Knowledgebase articles from incident reports will be a great benefit for the role.
• Willing to learn and adopt new technologies and skills
• Good knowledge of testing methodology and tools, experience with Agile methodology is a plus
• Technical exposure in any of these will be a plus to be successful in the role – API Development & testing, Working with Web Services, Programming languages like Java, Javascript, Shell script, Technologies like Docker, Kubernetes, Database (NoSQL, SQL), CI/CD: CircleCI, Github Action, Jenkins, etc.

Why you'll love working here:

• An awesome job with an attractive remuneration package
• Onsite work with good, comfortable environment and settings
• Friendly colleagues who support each other to win as a team
• A flat, product-focused organization and Agile team to let you add your value and ideas to the product and company
• Opportunities to learn and be trained in applied new technologies and methodologies
• Facing new and innovative challenges to deliver commercial-grade, world-class product
• Career growth in multiple directions, based on your preferences and abilities

Sounds like a good fit? Come and join the team at LeapXpert