Customer Support Engineer

Islamabad, Pakistan

Full Time

Hey there, we’re APIMatic. APIMatic is a Developer Experience Platform which helps subscribers across 176 countries in the world to consume APIs. Nurtured in Silicon Valley, our team is equipped with innovative intellect, collaborative behaviour and customer centrism. The heart of APIMatic is a customizable Code-Gen-Engine, which simplifies API consumption by automatically generating high quality SDKs, code samples, dynamic docs, and test cases. With teams in Auckland, San Francisco and Islamabad, we are continuously expanding our global reach.

The Role

We are seeking a Customer Support Engineer who will technically understand the company's entire product and service offering and use that knowledge to provide enterprise-level assistance to our customers, especially our US based clients. Our ideal candidate will be an energetic self-starter who is empathetic and capable of thriving in challenging situations. He/She will be someone whom customers can trust and rely upon for providing timely and accurate solutions to any technical problems they may be facing.

We’d love to hear from you if you think you:

  • Are naturally a helper and enjoy assisting people with technical issues.
  • Are able to explain technical details simply.
  • Are a technically skilled problem solver with a knack for digging to the root of problems and offering solutions.

Responsibilities

  • Offering timely support to both technical/non-technical customers by promptly and accurately responding to their queries, feature requests, bug reports, etc. over email or chat applications
  • Asking customers targeted questions to quickly understand the root of the problem
  • Contributing to product improvement by collecting customer feedback and identifying patterns or any other necessary information from the customer interaction
  • Taking ownership of technical issues/queries and coordinating with relevant team members from engineering, sales or marketing to get them resolved
  • Prioritizing and managing several open issues at one time. This includes proper recording, tracking and resolving all the issues
  • Following up timely with customers to notify them of bug fixes, feature releases, etc. thus ensuring their full satisfaction
  • Providing weekly/monthly reports of customer issues and their status
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
  • For more complex problems, communicating to the clients over the phone or providing clear, written instructions and technical manuals until the issue is resolved
  • Helping train or onboard new customers
  • Resolving escalated customer complaints without the need for team lead intervention
  • Writing support documentation. This includes onboarding guides, manuals and other troubleshooting documents.

Skills and Experience

  • 0-2 year of work experience
  • Excellent written and verbal English communication skills and are able to communicate via phone and email
  • Ability to provide step-by-step technical help, both written and verbal
  • Excellent problem-solving skills. Ability to diagnose and troubleshoot basic technical issues
  • Firm grasp of how the web works and software products
  • Knowledge of REST APIs or SDKs etc. is a plus
  • Familiarity with help desk softwares (e.g. Zendesk) is a plus.

This Will Be Needed to be Successful

  • A customer-centric, empathetic mindset
  • An ability to soak up knowledge quickly and
  • Able to transfer knowledge in a simple and effective way
  • A consultative mindset as well as excellent relationship management skills
  • An ability to communicate fluently in English
  • Strong communication and negotiation skills
  • A “can-do” attitude
  • The ability to nurture relationships with potential customers
  • A winning attitude.

Education

BS degree in Computer Science, Software Engineering, Information Technology or any relevant field.

Why APIMATIC?

  • Exposure in handling Business clientele from North America & Europe
  • Opportunity to create an impact on developers all across the globe
  • Opportunity to understand API space and excel in API landscape
  • Possibility of owning shares in the company
  • A startup environment with lot of opportunities to learn and grow
  • Culture of trying new things, making mistakes is okay, bring ideas and build them
  • Attend and give presentations/talks in the conferences worldwide
  • Medical coverage and insurance
  • Bonuses & USD based salary
  • Snacks & refreshment to feed your creativity

Apply for this job: