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Technical Support Engineer, Senior 1, Customer Support

Location Hyderabad, India
Posted 21-September-2021
Kinveys goal is to transform how businesses interact with people, data, and devices in the age of mobility. We do this by empowering developers with the next generation of Kinvey software that allows the delivery of mobile-enabled applications their constituents need. Our Mobile Backend as a Service platform makes it possible for developers to build applications twice as fast and at half the cost while still giving Enterprise IT the control and security they must have.

About the Team:

The Kinvey Technical Support team is part of a worldwide organization with team members in North America, Bulgaria and India. We are now on the lookout for a Technical Support Engineer to join our Kinvey Team and work with the large community of developers relying on Kinvey for building mobile and web applications under tight deadlines. The Technical Support Engineer at Kinvey is a highly technical position. The Kinvey end users are software developers, meaning the problems that they need solved are not very different than the problems that you would need to solve if you are a software developer yourself. Youll be a full member of our technical staff, working closely with the product development teams, contributing to the future of our product.

The Senior Technical Support Engineer at Kinvey and NativeChat is a highly technical person. Our end users are software developers and solving the problems they face requires deep knowledge of their solution context. As a member of our technical staff, youll be working closely with the product development teams, contributing to the product development and decision making.

To be successful in this role you need to:

BS in Computer Science, Computer Information Systems with 2-4 years experience
4-6 years of experience providing technical support for enterprise software and systems using product documentation, knowledge base, bug database and source code
Basic programming experience or knowledge of programming languages/technologies
Knowledge/experience with Javscript, Node.js is required
Knowledge/experience working with Andriod, IOS will be preferred
Basic analytical and troubleshooting skills specific to software related issues
Excellent communication skills including customer service skills
Ability to multitask in a fast paced environment and maintain attention to details
Be willing to learn new technologies and eager to constantly improve your technical skills
Be a great listener, have the ability to dig deep into an issue and have the skills to effectively
Troubleshoot and communicate with customers and colleagues
Experience in working with any BaaS product is a plus
Experience with AWS or other cloud providers is a plus
Experience in working with any chatbot development framework is a plus

Your responsibilities include:

Owning designated issues submitted by customers and making sure the problem is solved in the best possible way
Researching variety of resources, including documentation, knowledge base, bug database, and community forums
Running projects provided by customers to reproduce, diagnose and find the best solutions to outstanding problems
Escalating customer issues to the product team
Logging product defects and feature requests while properly gathering the required context
Participating in knowledge capturing (creating and updating knowledge resources like product demos, technical articles and documentation)
Communicating clearly with customers and setting the right expectations

What we offer in return is the opportunity to join a talented team of bright and nice people and to also enjoy :

Here at Progress, we truly care about your employee experience. It is important to us for our employees to balance their work and home life, obtain viable options for their health and wellness, grow their career, and plan for financial success.

30 days of earned leaves plus an extra day off for your birthday, various other leaves like Marriage leave ,Casual leave, Maternity leave , Paternity Leave
Premium Group medical Insurance for employee and 5 dependents ,Personal accident insurance coverage, Life insurance coverage
A modern office with a well-equipped gym onsite, free access to Yoga , Zumba classes by professional trainers
Professional development reimbursement
Interest subsidy on loans - either vehicle or personal loans
Min 4 to 6 Years.

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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