Technical Support Engineer
2 semanas atrás
Join to apply for the Technical support - HTML, CSS (English Fluent) role at VWO.
Wingify is a remote-first, fast-growing SaaS company based in India, creating globally recognized technology products. Founded in 2010, our flagship product, VWO (Experience Optimization Platform), empowers businesses to optimize their digital experiences. We pride ourselves on innovation, customer focus, and a collaborative remote work culture.
About the Role:
We are seeking a proactive and customer-centric Technical Account Manager to join our team. In this role, you will be the dedicated technical point of contact for assigned customers, ensuring their success with VWO. You will leverage your technical expertise and customer service skills to build strong relationships, resolve complex issues, and drive product adoption. This role requires a strong understanding of web technologies and a passion for delivering exceptional customer experiences.
Responsibilities:
- Serve as the primary technical contact for assigned customers, building and maintaining strong relationships.
- Provide expert technical support via email, chat, and phone, addressing complex customer inquiries and troubleshooting technical challenges within the defined SLAs.
- Collaborate with Development, QA, and Product Management teams to resolve customer issues and provide feedback for product improvements.
- Log and track software defects using our bug tracking system (e.g., Jira), ensuring timely resolution.
- Create and maintain knowledge base articles and documentation to empower customers and internal teams.
- Conduct regular customer check-ins and provide proactive recommendations for product optimization.
- Proactively monitor customer accounts, identify potential issues, and develop solutions.
- Work closely with the Sales and Customer Success teams to ensure seamless customer onboarding and ongoing support.
- Proven experience in supporting enterprise customers and managing technical accounts.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to analyze logs and diagnose complex technical issues.
- Proactive, results-oriented, and able to manage multiple priorities.
- Experience with bug tracking systems (e.g., Jira) and CRM tools (e.g., Salesforce).
Desired Skills & Experience:
- 2-6 years of experience in a technical account management or customer support role.
- Bachelor's degree in Computer Science or a related field.
- Strong understanding of web technologies and SaaS products.
- Excellent written and verbal communication skills.
- Experience working with remote teams.
- Bilingual - Fluent in written and spoken English plus Spanish/Portuguese.
- Associate
- Full-time
- Consulting, Information Technology, and Training
- Software Development
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