[Remote] Technical Support Engineer
Note: The job is a remote job and is open to candidates in USA. Apryse is a leading provider of document software development technology, actively changing the way the world works with documents. They are seeking a skilled Technical Support Engineer to assist developers and customers with troubleshooting and implementation of their document processing products, ensuring customer satisfaction and success.
Responsibilities
- Provide high-quality technical support to clients and customers regarding our SDK products, specifically related to Java and C#
- Collaborate closely with the development team to understand the product architecture, features, and functionalities to effectively address customer inquiries and issues
- Assist developers and customers in troubleshooting and resolving complex technical problems related to the SDK integration and usage
- Guide and educate clients in best practices for integrating and utilizing the SDK, ensuring efficient and effective implementation
- Investigate and analyze reported issues, documenting steps to reproduce, and working towards timely resolutions of defects
- Document and maintain a comprehensive knowledge base of common issues, frequently asked questions (FAQs), release notes and internal training purposes
- Collaborate with cross-functional teams to escalate and prioritize critical issues, ensuring prompt and satisfactory resolutions
- Continuously stay updated with industry trends, emerging technologies, and best practices related to Java ecosystems, and SDK development, enhancing personal expertise and contributing to team growth
- Actively participate in product improvement initiatives by providing feedback, suggestions, and insights based on customer interactions and experiences
- Contribute to the development of support tools, scripts, and resources to streamline support processes and enhance efficiency
Skills
- Bachelor's degree in Computer Science, Software Engineering, or a related technical field (or equivalent work experience)
- Proven experience in technical support or a similar customer-facing role, ideally supporting SDK products or developer-oriented tools
- Strong proficiency in Java and C# with a willingness to learn new skills such as PDF specifications
- Familiarity with other programming languages such as Javascript, enterprise development tools, and cloud computing platforms such as AWS, Azure, and Kubernetes
- Knowledge of RESTful APIs and web services, DevOps practices, and containerization technologies
- Effective communication skills, both verbal and written, can convey technical concepts clearly and effectively to technical and non-technical audiences
- Customer-focused mindset with a passion for delivering exceptional service and ensuring customer success
- Ability to work independently, manage multiple tasks, and thrive in a fast-paced environment
- Detail-oriented with excellent organizational skills to effectively prioritize and manage support cases
- Flexibility to work occasional evenings or weekends to address critical customer needs
- Experience with iText SDK, including the creation and manipulation of PDF documents
Benefits
- Competitive salary commensurate with experience & qualifications.
- A comprehensive extended benefits package.
- A great team environment and resources, supporting you to do the best work of your life and providing unlimited career growth potential.
- Highly autonomous and entrepreneurial environment.
- On going support for learning development so you can continue to master your craft.
- Work with the hardware you're most comfortable with (Windows or Mac)
- Diverse and inclusive workplace where we all learn from each other.
- Excellent work-life balance with a flexible remote work environment.
Company Overview