Technical Support Engineer

Job Description

Job Type Full-time Description Why Birdeye? Birdeye is the highest-rated reputation, social media, and customer experience platform for local businesses and brands. Over 150,000 businesses use Birdeye’s AI-powered platform to effortlessly manage online reputation, connect with prospects through social media and digital channels, and gain customer experience insights to grow sales and thrive. At Birdeye, innovation isn't just a goal – it's our driving force. Our commitment to pushing boundaries and redefining industry standards has earned us accolades as one of the foremost providers of AI, Reputation Management, Social Media, and Customer Experience software by G2. Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo. Birdeye is backed by the who’s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, World Innovation Lab, and Accel-KKR. What You’ll Do As a Technical Support Engineer, you will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services. Work Hours Rotational shifts, US Central time zone Requirements Must have: Customer facing experience providing Technical support/ Customer support to English speaking customers Know-how of HTML, running API calls using CURL and REST client, Kibana, Postman, Jira, FTP client Atleast 4 years with a minimum of 1 to 2+ years of experience working with SaaS based product company handling international customers over voice, chat and emails Fluency in English- reading, writing and speaking Excellent interpersonal skills, phone etiquette and work ethic Problem-solving and trouble-shooting skills Fundamental knowledge in writing and running MySQL DB queries Bachelor's degree in Computer Science/ BCA/ MCA/ Information Systems or engineering or equivalents. Good to have: Experience with Upsell/ cross-sell will be an added advantage. Knowledge of Webhook and API Integration (eg: Zapier) Working knowledge of E-Commerce platforms with merchant systems such as PayPal, Stripe, CyberSource, etc. Why You’ll Join Us At Birdeye, we are relentless innovators driven by a singular goal: to lead our category with unparalleled excellence. We don't just set goals – we surpass them. We're a team of doers who roll up our sleeves and get the job done, delivering on our promises with unwavering dedication. Working here means embracing a culture of action and accountability, where every person is empowered to make an impact. We don't just talk about making a difference – we make it happen. Show more Show less