Job description

About the Role:

A Technical Support Engineer serves as an expert for our product, VWO, and associated web technologies. This is a high-profile customer-facing technical role to find solutions to issues faced by customers with our products and help them work through technical difficulties. The Support Engineer is the technical interface between our customers and VWO’s Development/QA and Product management teams.

Job Responsibilities

:Provide technical support to customers via email, chat, and phone calls
.Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
.Regular and proactive follow-ups with customers with recommendations, workarounds, updates, and action plans
.Log software defects using a bug tracking system and work closely with software developers to analyze the defects and track them to resolution
.Create internal or external knowledge base articles/whitepapers
.Work with the product management team to continuously evolve the product based on customer feedback, reported issues, and new trending technologies

.
Professional Competencie

s:Good understanding of web applications, HTML, JavaScript, jQuery, and CS
S.Prior experience in supporting enterprise customer
s.Demonstrated excellence in working with high-tech, cross-functional, and multidisciplinary team
s.Outstanding communication, understanding, and writing skill
s.Ability to analyze logs to understand the issues, and have a thorough flair for learning new technologie
s.Well organized with utmost care to detail, along with good comprehension skills to address issue
s.Proactive and results-oriented, with strong prioritization skills and the ability to work with multiple customer

s.
Qualificatio

ns:Bachelor’s degree, Computer Science relat

ed.
Required Ski

lls:Good understanding of web applications, HTML, JavaScript, jQuery, and
CSS.Minimum of 3 years in a Product support role preferably a SaaS-based prod
uct.Strong problem-solving ski
lls.Strong written and verbal ski

lls.
Working Hours:- US - 9 PM to 5 AM IST (Night Shift) and 6 PM - 2 AM IST (Night Shift) US

ShiftAPAC - 5 AM to

1 PM
Company Ove

rview:VWO made history in 2010 by revolutionizing A/B testing with the launch of the world's first visual editor for webpage modifications, eliminating the need for coding. This innovation catapulted VWO's parent company, Wingify, to become one of India's most successful SaaS companies. Today, VWO is the global pioneer in conversion optimization, empowering marketers to boost conversion rates and drive sales on their websites. With a client base exceeding 2500, VWO promotes a data-driven approach that fosters experimentation and growth. VWO's latest version bundles a myriad of features into a single package, including A/B testing, Heatmaps, Session Recordings, Funnels, Form Analytics, Personalization, Server-Side Testing, and Program management. To see what we have released recently and in the past, you can check

here.
Why Jo

in VWO?Would you like to own the product vision, strategy, and execution of a product suite used by over 2,500 clients in 90+ countries across various industry domains? Embark on a thrilling journey with a top SaaS company in India as it scales from a $47 million to a $100 million revenue powerhouse. Wingify, a leading player in conversion optimization, aspires to be the most admired tech company to emerge from

India.

Required profile