Technical Support Specialist (India) at SendBird
Bangalore, IN

Sendbird is powering chat for the most innovative companies in the world. We are on an incredible growth trajectory and are looking for a Support Engineer to collaborate across Customer Success and Product Groups. You will be a part of a global team that provides 24x7 support to help customers integrate Sendbird.

We are looking for a Support Engineer who is flexible with different technologies, a quick learner, able to debug and troubleshoot, update documentation, and perform coding/scripting when needed. You will be part of the Solutions Engineering team driven by customer obsession and you will help drive the success of Sendbird by understanding and advocating for our customers’ issues.

ROLES & RESPONSIBILITIES

You will manage the customer’s problem through effective diagnosis, resolution, or implementation through new investigation tools to increase productivity for customer issues on SendBird products. 

You will develop an in-depth understanding of SendBird product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for faster diagnosis.

Work closely with multiple products and engineering teams to find ways to improve the product, and interact with our engineering teams to drive high-quality production.

You will provide excellent customer support to enterprise customers within agreed SLA through ticketing, monitoring, responding to, managing 24x7 service metrics; Prioritizing and alerting as appropriate

Act as the initial point of contact for customer inquires reported from various channels such as 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.

KEY QUALIFICATIONS

You have excellent oral and written communication skills including strong empathy for customer needs.

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.

You understand basic web technologies (HTTP, HTML, RestfulAPI, WebSocket, etc.).

You have a working level of English in reading and writing.

BONUS POINTS

Experience working for an API startup

Experience in customer support process 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.

You have a working knowledge of at least one web or mobile platform such as iOS, Android, React Native, React, or Angular.

ABOUT SENDBIRD

Sendbird is the world's leading chat & messaging platform as a service. Our mission is to digitize human interactions for businesses. Our platform delivers billions of messages per month to help people connect through the products and apps they love.

We’re a Y Combinator alumnus (W16) and have raised over $120M from leading investors including ICONIQ Capital, Tiger Global Management, Shasta Ventures, August Capital, and FundersClub. We are headquartered in San Mateo, CA (40+ employees) with an Asia-Pacific office in Seoul (100+ employees) and offices in India, UK, Singapore.