TECHNICAL SUPPORT AND SOFTWARE ENGINEER (Remote)

Alice Biometrics is a biometric identity verification solution company, and they are seeking a Technical Support and Software Engineer to provide first line of support to clients. The role involves troubleshooting technical issues, consulting customers on APIs and architecture, and maintaining documentation to improve training materials.

Responsibilities:

• Responding to customer emails and support tickets on a daily basis
• Resolving critical issues/questions by getting on a phone call or online meeting with the customer if needed
• Maintain current knowledge of all products and services
• Documenting tutorials, faqs on a constant basis to improve training materials for clients and internal team members as well
• Troubleshooting technical issues on their own as much as possible before developers need to get involved
• Discuss requirements with clients for customization requests if needed depending on the client
• Complete QA testing and provide product feedback
• Relevant KPIs: customer satisfaction, time to first response, ticket response volume

Requirements:

• You have been in a similar role for at least 2+ years professionally
• You have enough technical background to understand how software (APIs, and SDKs) and applications (web and apps) work to be able to become the first line of defense for client queries/issues
• Ideally working knowledge of how the web works including HTML/CSS
• Any experience in building or coding websites is a huge plus or bonus
• Any exposure to programming languages such as Python is a huge bonus
• Experience dealing with multiple clients and juggle between multiple tasks on a daily basis
• Experience with written customer support via ticketing system (or similar)
• Excellent communication, verbal and written skills
• Proactive vs reactive
• You know each customer is unique and brings their own set of challenges, and treat each of them uniquely based on their strengths and weaknesses
• You take pleasure in solving issues and shielding the development team from customer requests as much as possible
• You are very methodical and organized in how you work so that no major issues fall through the cracks
• You are a proficient or native English Speaker
• Must be willing to exceptionally work some nights and weekends (CET) and be flexible on scheduling (no more than 1-2 times per month)