Technical Support Engineer (2nd Tier)
About The Position
Wibbitz is in hyperspeed growth mode and we’re looking for amazing talent to join our team. Wibbitz is changing the video landscape by empowering storytellers to create original videos that people love, quickly, easily and at scale. The Wibbitz platform’s patented text-to-video technology leverages AI capabilities like machine learning and natural language processing to power video for the world’s biggest brands including Bloomberg, Time Inc., CBSi, Reuters, USA Today, and Forbes.
The Technical Support Engineer will be the focal point for technical issues and troubleshoots problems. He will be working closely with R&D team, Product, CSM and Wibbitz clients. The ideal Technical Support Engineer will take ownership of support process and issues and be passionate on solving complex challenges in a creative way with a positive attitude.
Your daily mission will be
Receive escalated chats, review previously executed troubleshooting, and continue with diagnosis and resolution of issue
Quick response time to incoming customer support inquiries via chat (Intercom) or support tickets
Communicate urgent technical issues internally and externally
Resolve the majority of problems and simulate complex configuration and software problems
Analyze recurring issues and maintain an open channel with the R&D and Product teams for improving the product
At least 2 years of experience with Tier 1-2 technical support in an online (saas) company.
Excellent troubleshooting, problem-solving and analytical skills
Basic knowledge of SQL scripts - advantage.
Strong written and verbal communication skills in English, French is an advantage
Team player with positive attitude and service oriented.