Technical Support Engineer

  • Full-time

Company Description

Jscrambler is growing at a fast-pace fueled by the success of recognized web security products. Jscrambler applies security layers to web applications, granting self-defensive capabilities that enable them to fight any fraud, reverse-engineering or tampering attempts, avoiding data leakage and damages to the customer reputation.

Our team of highly skilled and trained professionals is the driver for this success, continuously adding R&D to guarantee high quality and state-of-the-art Javascript software, critical to the mission our customers entrust us. If you are passionate about JavaScript software development, using the latest technologies and methodology, in a creative and open-minded environment, then we want you on our team!

Job Description

As a Technical Support Engineer, you will provide customer support, troubleshoot and resolve incidents in a B2B environment. You are the main gateway to guarantee our customers' satisfaction, especially when they are in need of assistance but also when they need guidance on using our software. You will strive for Quality, from guaranteeing pro-active Quality Assurance to quickly react and solve any customer incidents, through the continuous improvement of support processes.

This vacancy is to provide support to our customers based on the United States, which means a local time schedule from 14:00 to 23:00 (Portuguese timezone).

Responsibilities

  • Provide high-quality technical support to Jscrambler enterprise customers (B2B), assuming ownership of the problem until its resolution
  • Deep dive in the issue, replicating the issue, educating the customer, providing workarounds and making sure the customer has a solution
  • When required, escalate issues to our Development Support, having a clear and pragmatic communication
  • Identify product improvements from the customers' feedback and convey them to Product Management
  • Technically assist pre-sales and product education

Qualifications

 

  • Bachelor or higher Degree in Computer Science or equivalent.
  • Knowledge of JavaScript and other programming languages.
  • Knowledge of overall web and mobile application architectures.
  • Knowledge of ITIL or similar support processes is valued
  • 2 years of experience in similar support functions

Skills and Attributes

  • Strong verbal, written, and interpersonal communication skills.
  • Fluency in English is mandatory, other languages are a plus.
  • Well organized and quality driven
  • Pro-active and capable to think out of the box
  • Affinity with Security/Application Security is valued

 

Additional Information

Fluency in Portuguese is mandatory, preferably residing in Portugal