SignEasy is hiring a

Sr. Product Support Engineer

Full-Time

About SignEasy

Founded in 2010 and headquartered in Dallas with an office in Bangalore, India, SignEasy is the leading eSignature solution for businesses and professionals worldwide. More than 130,000 customers from 150 countries trust SignEasy’s simple and secure tools to shorten contract turnaround times, close deals faster, improve their customer experience, and be more environmentally conscious by using less paper. SignEasy integrates with many popular productivity and business applications like G Suite, Office 365, Dropbox, and Box, as well as leading email providers Outlook and Gmail. SignEasy was an official launch partner for Google Cloud’s new G Suite Add-on framework, was made an Apple mobility partner in November 2019, and was named a Digital Transaction Management (DTM) “Innovator” in 2018 and 2019 by leading analyst firm Aragon Research Globe. SignEasy’s app for iOS and Android has been downloaded more than 6 million times, is routinely ranked among the top 100 grossing business apps on the App Store, and is consistently rated #1 in customer satisfaction for SMB eSignature solutions by leading software review sites.  

Take a look at our culture and the team that creates the magic at SignEasy: https://www.youtube.com/watch?v=PUq1kz_dtX4

 

About the role:

We’re looking for a Sr. Product Support Engineer who is obsessed with problem-solving and helping our customers succeed in managing their paperwork more efficiently with SignEasy on iOS, Android, or our Web app. If they are reaching out to Support, it’s because they’ve encountered a problem and need you to fix it! In these moments of frustration, our customers are looking for an empathetic, patient, and proactive person to walk them through a full resolution.

You will be responsible for helping customers work through Level 3 bugs, handle all escalations, and troubleshoot advanced solutions in a timely fashion. For thousands of customers like these, you will be the first impression of SignEasy.

This role will require you to communicate effectively, and enjoy the challenges of providing excellent customer service in a fast-paced environment. You will also be the first line of priority support for our Customer Success Managers in the US and their portfolio of VIP customers. The Customer Support Engineer provides a fantastic opportunity to learn and sharpen your customer support skills, work with a growing team, and support a product that customers love.

What you'll do:

  • First and foremost, dive head-first into support tickets when they come in via email, phone, and chat.
  • Serve as the first escalation point for technical issues which involve some engineering and QA experience.
  • Resolve L3 tickets and above - requires knowledge of SQL and backend code logic.
  • Maintain all documentation, tutorials, and Help Center resources to increase customer education.
  • Manage customer expectations regarding issue resolution time and feature delivery.
  • Identify sales/upsell opportunities through support interactions.
  • Identify power users to generate testimonials and referrals via positive feedback.

What we're looking for:

  • 3+ years of experience in Product Support, preferably at a SaaS or Tech company.
  • Knowledge of SQL, database, and backend code logic.
  • Patience, care, and empathy. You enjoy talking to people and solving their problems.
  • Experience managing and using helpdesk ticketing software.
  • Technical experience of working with cloud-based software applications and mobile apps, log files and billing systems for troubleshooting.
  • Technical experience of working with backend admin control systems and user logs.
  • High level of English fluency with clear and professional communication (written and spoken).
  • Knowledge and experience in seurpassing KPIs, reporting and improving the metrics.
  • Highly detail-oriented, with excellent organizational and communication skills.
  • Ability to learn quickly, adapt to change and are self-driven to dig deep into problems.
  • Developer experience preferred.

Why join us:

  • We’re a small team doing big things! Your work will make a huge impact on customers and your voice will be heard.
  • Our company is headquartered in the US, with a small team in Dallas and growing team in Bangalore. Interact with a global, diversified team and grow together with us!
  • Medical Insurance coverage of 3 Lakhs per annum.
  • Sponsored lunch on Thursdays.

 

The position is based in Bangalore and requires you to work in the US shift from 12 am - 9 am IST.  

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