The Software Customer Support will work as part of our dynamic team. Playing a key role in assisting our clients with technical issues. Sometimes answering technical questions and dealing with incidents as they arise. They provide exceptional support to ensure clients have seamless experience with our software products.

Responsibilities

• Level 3 support handles complex technical issues that customer support couldn't resolve. They must have a deep understanding of the software's architecture and code to identify and fix intricate problems.
• Identify and document software bugs or glitches and report them to the development team. Provide detailed information, including logs and steps to reproduce the issue.
• Analyse software code to identify potential issues or areas for improvement. This may involve reviewing code changes, debugging, and working with developers to implement fixes.
• Maintain a deep knowledge of the software's features, functionalities, and updates. Stay up-to-date with new releases and changes to better assist customers.
• Communicate with the customer success team about complex technical issues in a clear and understandable manner. Keep customers informed about the status of their reported issues.
• Use understanding of Ruby on Rails to troubleshoot and resolve software-related incidents and technical issues reported by customers.
• Ensure that customer issues are resolved in a timely manner and meet high-quality standards. Monitor and report on support ticket metrics and performance.

Qualifications

• 3-5 years of experience in software development
• Proficiency in technologies/languages including Ruby On Rails, SQL, React, Javascript/Jquery is a must.
• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• Ability to work independently and collaboratively in a team environment.
• Proficiency in using customer support software and tools.