Technical Support Engineer

At Sendbird, our mission is to build connections in a digital world. We believe that digital doesn’t have to mean impersonal. That physical boundaries shouldn’t create relationship boundaries. We believe in authenticity over superficiality and in conversations over text messages. Conversations over digital media bring incredible promise to bridge people together over physical, cultural, and even language divides. Unfortunately, people and businesses looking to connect digitally have to make a choice between the impersonal experience served by email and plain text messages over legacy SMS systems or trusting their identity and data to a handful of messenger monopolies. The result is the connections we make digitally have become increasingly transactional and superficial. We are here to change that.

What You Will Do

• You will manage the customer’s technical issues through effective diagnosis and work to resolution through troubleshooting, reproducing, and determining the root cause for customer-reported issues.
• You will develop an in-depth understanding of SendBird product technology and underlying architectures.
• You will help build tools for faster diagnosis.
• You will work closely with multiple products and engineering teams to find ways to improve the product and drive high-quality production.
• You will provide excellent customer support to enterprise customers within the agreed SLA through ticketing, monitoring, responding to, and managing 24x7 service metrics; prioritizing and alerting as appropriate.
• Act as the initial point of contact for customer inquiries reported from various channels such as the customer itself, email, messenger, or internal cross-functional team.
• You will be assigned to flexible work-shift rotation to properly respond to customer inquiries incoming after business hours in a timely manner.

Who You Are

• Able to work in a time that supports EMEA customers (2 pm - 11 pm IST)
• You have excellent oral and written communication skills including strong empathy for customer needs.
• You have business proficiency in both reading and writing English.
• You understand basic web technologies (HTTP, HTML, RestfulAPI, WebSocket, etc.).
• You have a working knowledge of at least one web or mobile platform, such as iOS, Android, React Native, React, or Angular. 
• You have at least 1 ~ 2 years of professional experience as a technical support engineer.
• Understanding of SaaS software, API server, and SDK components
• You can debug and troubleshoot complex systems in web servers, databases, and mobile devices.

It’s Helpful If You Also Have

• Experience working for an API startup
• Experience in customer support processes with relevant tools such as Salesforce or Jira is a plus.
• Experience in reading and debugging code with at least one programming language or more than 1 year of experience as a software engineer is a plus.

Our benefits include (but are not limited to):

• The flexibility to work from home along with a home internet stipend (2,400 INR) and the necessary equipment to complete your work
• Health insurance coverage up to 4,000 INR
• Generous Paid Time Off (20 days per year (prorated by start month), plus your birthday off, a floating Rest and Rejuvenate Day, and congratulations and condolences leaves to honor life events, and 11 National Holidays
• 12 weeks of parental leave for all parents after childbirth or adoption
• Our BYBS (Be Your Best Self) Boost provides an annual budget of 142,000 INR (prorated by start month) to help you thrive.  Use toward a vacation, work out equipment, professional conferences, whatever helps you be your best self
• Our Global Citizenship Boost.  We reimburse the cost of lessons (up to 13,000 INR monthly, depending on selected language) to learn a new language.
• Company paid weekly lunches using your local home delivery app

Finally, there is no such thing as a perfect candidate. Sendbird is a place where everyone can learn and grow. We encourage you to apply if this role excites you. At Sendbird, one of our core values is Global Citizenship.  We respect, promote, and encourage diversity for equal employment opportunities.  We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal state, or local law.