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We are seeking a skilled Tech Support Engineer with a minimum of 2-3 years of experience to join our team.
In this role, you will provide essential support to our internal team by responding to technical inquiries, managing support tickets, and ensuring smooth usage of our EMR software.
You will be working inside a growing team of QA engineers and report to the Director of Tech Support.
Your expertise will be crucial in training team members, logging and tracking bugs in Jira, Notion, Salesforce Ticket Management, and ensuring responsive support.
About us
Our client is dedicated to providing exceptional pediatric therapy services through an interdisciplinary team approach. Their focus on family-centered care ensures that they meet the unique needs of each child in a supportive and nurturing environment.
Requirements:
* English level: C1 (Advanced) — C2 (Proficient)
* Work Schedule: Daily from 9 AM to 5 PM PST (+ weekends opportunities)
* Experience: Minimum 2-3 years of technical support experience.
* Technical Skills: Proficiency with ticketing systems, bug-tracking tools (Jira, Notion preferred), SQL, and database management skills.
* Communication: Excellent communication skills with the ability to train non-technical users.
* Problem-Solving: Strong analytical skills and attention to detail.
* Growth opportunities: Transitioning into SaaS products / Possibility of becoming Head of QA
Responsibilities:
* Technical Support: Respond to and resolve technical support tickets from employees, providing timely and accurate solutions.
* Training: Conduct training sessions to onboard and educate employees on technical tools and best practices for using our software.
* Bug Reporting: Log bugs, track issues, and collaborate with cross-functional teams to prioritize and resolve software issues using Jira and/or Notion.
* Documentation: Maintain clear, detailed documentation for recurring issues, procedures, and troubleshooting guides.
* Collaboration: Work closely with the development and product teams to report trends and improve the user experience within our EMR software.
* Communication Channels: Google Chat, Salesforce Ticket Manager, SendBird, Email, RingCentral
Duties:
* Resolving incoming tickets (ie clocking in & out / issues with geofences / restoring archived data via database / troubleshooting bugs) (70%)
* Scheduled trainings for new employees (20%)
* Work with databases (simple SQL queries / manual changes to single entity) (10%)
* Work inside a small group of Support Engineers and report to the Director of Tech Support.
* Additional Duties will include preparing training materials for internal and external users / Helping with QA tickets / communicating with development team on resolving current bugs
We offer
* Long-term cooperation with minimal bureaucracy;
* Career growth opportunities and professional development within the company;
* Paid Public Holidays, 7 Paid Sick Leaves, 20 b/days of vacation;
* Open and transparent communication with the team.
Interested in joining our team? Share your CV — we’d love to hear from you!
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