Technical Support Engineer

Are you looking for an opportunity to contribute to a high-energy, dynamic, and fast-paced organization? Are you interested in joining a team where you can contribute to building the fun, people-centric, culture and brand? Then you're in the right place!

Litmos develops eLearning solutions for top-performing companies. An established leader in the market since 2007, Litmos solutions include an easy-to-use LMS platform, a comprehensive learning content library, services to support success, and integrations with top workflow tools. Thousands of companies trust Litmos to create, curate, and connect learning to employees, customers, and partners. The solutions are used by more than 30 million people in 150 countries, across 35 languages. Find more information at www.litmos.com.

• The Support Engineer is accountable for troubleshooting & driving the resolution of product issues while engaging with all levels in the Support & Operations teams and ensuring consistent and up-to-date communication with customers.
  

Detailed Roles & Responsibilities:

• Provide phone, email and chat assistance to customers, consultants and partners on the usage of Litmos products
• Analyze configurations, application and system log files to determine the cause of issue.
• Work closely with peers globally to ensure issue resolution in line with SLAs.
• Maintain accountability for an issue until the same is resolved.
• Provide a quick solution for already known & documented issues.
• Logically work through problems to determine their cause and how they can be resolved.
• Report errors/bugs to Development.
• Provide consulting for customers on procedural issues and queries.
• Share knowledge & best practices with the team.
• Delivery of valuable content for Product Support Knowledge Base.
• Contribute to Technical Knowledge Database.
• Give an accurate daily handover of all business-critical occurrences to peers in other locations across the globe.
• Proactively communicate client status, concerns and issues to appropriate management team
• Participate in weekend support coverage as per roster planned globally.
• Continually develop expertise on new releases and product as demanded by business environment.
• Able to work shifts - Morning, Afternoon or Night in a 24/7 Support system
  
  

Skills and experience:

• Required skills:
• Engineering Bachelor's degree or Masters in Science (Physics & Mathematics) or Bachelor's degree in any discipline complemented by equivalent work experience.
• At least 1 year of experience in a customer support environment, SaaS experience a plus
• Excellent English communication - writing and speaking skills.
• Preferred skills
• Working knowledge of of HTML, CSS, JS (Vanilla or jQuery) and REST-based API.
• Working knowledge/hands-on experience on SSO and SAML concepts.
• Awareness about cloud system architecture and SaaS environment
• A good understanding of SQL.
• Experience with any of our Connected Apps is a plus; http://www.litmos.com/marketplace/connected-apps/.
• High attention to detail in identifying root-cause.
• Strong analytical & logical skills.
• Strong problem resolution, analysis and documentation skills.
• Outstanding ability to manage & prioritize own workload/tasks.
• Excellent communication, collaboration skills.
• Working knowledge of Service Management ticketing system
  
  

As a learning company we believe in the potential of everyone; if you don't have experience in all the details mentioned in this job post, then we still encourage you to apply and we'll get back to you as soon as we can.

We are an equal opportunity workplace employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.

Applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.