Job Title: Customer Support Engineer

Location: Redmond, WA

Responsibilities:

• You’ll be the first point of contact with our community, resolving cases via email ranging from assisting new users to troubleshooting software and hardware configurations to escalating complex issues to engineering to rapidly resolve service interruptions, all while working within reasonable metrics and SLAs

• Continuously improve and build our internal knowledge base and internal process documentation to better assist your teammates with their own cases

• Provide necessary and valuable feedback on all new features, including post-launch testing, communicating user feedback to the correct channels, and reporting user behavior to internal teams

• As always, other duties as assigned

Qualifications:

• Excellent communication skills, including knowledge of support soft skills, an innate desire to collaborate, and above all, a strong sense of empathy and understanding during all interactions with your users

• A superb attention to detail with a deep understanding that the unspoken matters just as much during scoping and troubleshooting

• A fully developed ability to conceptualize problems and user scenarios, often with little detail and ability to drive cases to resolution

• Ability to translate the technical to the non-technical, both to cross-functional internal teams and end users

• Multiple years’ experience supporting both iOS and Android mobile applications, including documenting repros, error messages, noting MDM or network restrictions, and tracking versioning on hardware

• Multiple years’ experience supporting web apps, both on Windows and Mac OS, on multiple browsers, with a working understanding of understanding console logs, webRTC errors, and application permissions

• Experience working remotely, with a fully developed sense of independence and desire to grow both as an individual and as a team within a 24/7 operating model

The pay range for this role is $80,000 - $85,000* per annum including any bonuses or variable pay. Tech Mahindra also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law).