product support engineer ( Work From Home)The VITO Group

The company is building a tight-knit, high-performing group of problem solvers to transform how companies manage, develop, and monetize their APIs. As a Tier 1 (Product) Support Engineer, you will help our support team troubleshoot customers' issues. Strong root cause analysis skills are required to diagnose and solve functional and technical issues and provide timely solutions to internal and external customers in a professional manner.
You will field questions, log and work on high-priority issues, meet with other team members, and handle critical issues while collaborating internally with the extended Support Team. To be successful, you will need to combine customer communication, project management know-how, and technical knowledge to drive the successful delivery of our Marketplace.
Responsibilities:
Provide exceptional functional and technical support for the API Marketplace and Enterprise customers
Work with internal teams to understand and resolve complex issues
Write troubleshooting documentation in the support knowledge base
Be an expert in our products - capable of delivering meaningful recommendations, troubleshooting, demonstrations, etc.
Requirements:
Knowledge of APIs and their various types (Rest, SOAP, graphql) - Must
4-5 years of Tier 1/2 technical customer support for SaaS platforms
Proven ability to take a deep dive into complex technical architectures, and troubleshooting techniques including recreating issues in multiple technical environments
Excellent relationship management, customer service, and written communication skills
Comfortable with autonomy and ambiguity that comes with small, fast-moving startups
Skilled at multitasking, can juggle competing priorities while making sound business decisions based on goals and objectives.
Previous experience supporting developers in SaaS - Advantage
Summary of role requirements:
Looking for candidates available to work on weekdays and Sundays
More than 4 years of relevant work experience required for this role
Working rights required for this role