Tech Support Engineer

Job Description

Link to Apply at the bottom of the JD. Please read the requirements carefully before applying.About LimeChatAt LimeChat , our mission is to revolutionize conversational commerce by enabling human-level interactions on WhatsApp. Backed by top-tier investors and a proud member of Y Combinator's Winter 2021 (YC W21) batch , we are at the forefront of AI-driven customer engagement. Serving over 300+ prominent brands like HUL, ITC, Piramal Health, Wow Skin Science, Sugar Cosmetics, and Snitch, we transform the way businesses interact with customers through exceptional AI-powered chat experiences.Our founders are Computer Science alumni from IIT Delhi with a specialization in AI and have been recognized as Forbes 30 Under 30 honorees for their groundbreaking work. Their vision and leadership drive us to build the best products in the industry.We pride ourselves on our culture at LimeChat. We think of our company as an elite sports team with A-players in each role. When such rockstar team members work together, they push each other to improve and become outstanding as a result. People who have worked at LimeChat have consistently found this to be the highest-growth period of their entire careers.Working at a rocketship startup is tough but rewarding in terms of personal growth. Many of our team members have seen exceptional growth within LimeChat in a very short period. Many have also gone on to become leaders at top companies or even founded their own companies.We don’t measure productivity by work hours but by initiatives to create and implement new ideas that shape the future of the company. Problem-solving isn’t an asset; it’s an expectation. We look forward to building something truly remarkable together.Some Quotes We Live By“It’s okay to fail. It’s not okay to not try.”“Do the right thing when others are not looking.”What are we looking for?We're on the lookout for tech-savvy problem solvers. As a key player in our team, your knack for diagnosing, troubleshooting, and utilizing tools like SQL, Freshdesk, JIRA, and Kibana will be invaluable. If you're passionate about exceeding SLAs, ensuring client satisfaction, and contributing to a dynamic work environment, join us on this exciting journey. Your skills will be the driving force behind the success of our engineering and support teams. Let's make a difference together!ResponsibilitiesDiagnose, troubleshoot, and escalate bugs to the engineering team.Monitor and resolve client issues using logs and internal tools.Utilize SQL to run scripts and retrieve data per client requests.Adhere to SLAs, ensuring high customer satisfaction and throughput.Use Freshdesk (Ticketing) and JIRA for effective issue tracking and management.RequirementsBachelor's degree in Computer Science, Information Technology, or related field.Proficiency in SQL for data retrieval and analysis.Experience with Freshdesk (Ticketing) and JIRA for issue tracking.Strong troubleshooting skills and the ability to diagnose technical issues.Excellent communication skills, both written and verbal.Customer-focused with a commitment to meeting and exceeding SLAs.Analytical mindset and adaptability to a fast-paced environment.Collaborative team player with a willingness to share knowledge.Good knowledge of tools like kibana to be able to understand and read logsBonus SkillsB2B SAAS experienceApply HereDoes this role sound like a good fit? Apply here Show more Show less