Software Support Engineer Job in Ventuno

Responsibilities:

• Provide quick and on-point assistance to existing customers in a way they can easily understand.
• Handle incoming support requests, including initial triage and problem analysis to determine the best path forward for each reported issue or customer question.
• Solve problems independently and provide customers with the best possible solutions.
• Identify recurring problems and document them in the form of internal and customer-facing FAQs and tutorials so that others can understand and reproduce the solution.
• Report and track issues to ensure support metrics are reliable and customers are notified of progress regularly, including potential product releases from the Engineering team.
• Notify your direct manager (and follow defined escalation path) for any high profile issues in a timely manner.
• Answer questions for prospective customers.
• Perform general demos of the platform to prospective customers.

Requirements:

• Basic knowledge and understanding of enterprise grade video solutions.
• Strong verbal and written communication skills with strong ability to explain/discuss complex technical problems to both, technical and non-technical audiences in simple terms - at least 3 years.
• Strong hands-on experience in a customer support function for technology products/services and common support tools including Intercom, Slack, and Github - at least 2 years.
• Some software development experience either with Javascript, Java, Python, PHP or similar programming languages - at least 2 years combined.
• Hands-on familiarity with common tools to debug web-based applications (Chrome/Firefox/Safari/Edge dev tools, Fiddler / Cocoa, Wireshark) - at least 2 years combined.
• Strong passion for (media) technologies/tools and aptitude to learn quickly.