At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. We aim to become the go toprovider of technical services. By working as their external development partner, we enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we enable our clients who are operating in complex and fast moving environments to remain lean and agile, and to focus on creating and monetising the most engaging experiences.
Keywords Studios Limited is seeking Technical Support Engineer
As a Technical Support Engineer, you will collaborate with Helpshift s Core Services Teams, which include Platform, Developer Experience, and Integrations Engineering. These teams work on impactful, cross-platform projects such as WebSockets platforms, Unified Logging platforms, and Distributed Job Executors.
The Core Services Team empowers other teams by enhancing developer productivity through tooling, libraries, and supporting critical public APIs and third-party integrations. If your passion lies in building scalable, resilient systems, this is the ideal team for you. You ll be part of a technically skilled yet fun group of engineers, tackling challenging problems while making a direct impact on Helpshift s success.
Experience & Requirements-
Education: Bachelor s degree in Computer Science or equivalent technical and professional experience.
Experience: 2+ years of direct Enterprise B2B Tier 1 technical support or customer operations experience.
Technical Skills: Familiarity with REST APIs and scripting in Python or JAVA
Time Management: Strong ability to juggle and prioritize multiple tasks independently.
Communication: Professional business writing skills to provide clear, detailed responses and escalate issues when necessary.
Process-Oriented: A proactive problem-solver who suggests and implements process improvements.
As a Technical Support Engineer 1, you will:
Act as the professional face of Helpshift, providing expert technical support to customers, including Admins and Developers from SMBs to Fortune 500 companies.
Guide customers on various topics, from dashboard training to SDK integration troubleshooting.
Manage and prioritize your queue of support issues, responding promptly to customer submissions.
Stay informed about current features and bugs, filing tickets when needed for internal teams.
Evaluate feature requests and escalate them to the Product team when appropriate
Continue here for more details & applications
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