Technical Support Engineer

Opportunity Overview 

SafeSend is seeking a motivated and technically skilled Technical Support Engineer to join our customer support team. The ideal candidate will be responsible for reviewing and managing support tickets escalated to the Tier 3 engineering team. This role involves identifying whether issues are due to configuration problems, designed functionalities, or actual bugs requiring escalation. The candidate will review logs, perform debugging tasks, and utilize tools such as Azure, REST APIs, and web technologies like React, JavaScript, TypeScript, HTML, and CSS.

Key Responsibilities 

• Ticket Management: Review and analyze support tickets before they are escalated to Tier 3 and review technical support tickets.
• Issue Identification: Determine if issues are configuration-related, working as designed, or true bugs.
• Log Analysis: Examine application logs to gather insights and identify potential causes of issues.
• Debugging: Perform preliminary debugging to understand the problem scope without modifying the code.
• Technical Support: Provide technical assistance using tools such as Azure, REST APIs, React, JavaScript, TypeScript, HTML, and CSS.
• Collaboration: Work closely with Tier 3 engineers and other technical teams to ensure accurate issue resolution.
• Documentation: Maintain detailed records of issues, findings, and resolutions within the ticketing system. 

Skills & Experience 

• Technical Expertise:
  • Proficiency in cloud platforms like Azure.
  • Experience with Azure Application Insights.
  • Strong understanding of web technologies including React, JavaScript, TypeScript, HTML, and CSS.
  • Experience with REST APIs and basic debugging techniques using tools like Postman
  • Working experience with relational databases like MS SQL Server
  • Development experience in C# will be a plus to maintain or build small tools 

• Analytical Skills: 
  • Ability to review and interpret application logs.
  • Strong problem-solving skills to diagnose and resolve technical issues. 

• Communication Skills: 
  • Excellent verbal and written communication abilities.
  • Capacity to explain technical issues to non-technical stakeholders. 

• Customer Service: 
  • Empathy and patience in handling customer inquiries.
  • Strong focus on customer satisfaction and support excellence.
  • Well-organized, reliable, and adept at time management while managing multiple competing priorities.  

Education and Experience: 

• Bachelor's degree in information technology, Computer Science, Engineering, or a related field preferred.
• Relevant certifications (e.g., Microsoft Certified: Azure Fundamentals) are a plus.
• Previous experience in a technical support or help desk role is advantageous.

Why join SafeSend? 

We love serving our customers, making technology tools that help people, and being part of a vibrant organization that is team oriented. These characteristics are part of the reason our flagship solution, SafeSend Returns® is a multi-year technology innovation award winner. We deliver on our promise to offer best-in-class software design and customer service. 

For Brazil candidates: This is a full-time remote 1099 contractor role.

We provide an environment that encourages a healthy lifestyle promoting work/life balance and overall employee well-being. SafeSend is an Equal Opportunity employer. 

Please upload resume in English.