Technical Support Engineer

Job Description

The Technical Support Engineer provides world-class technical assistance to developers using GrapeCity’s software products worldwide. The role involves troubleshooting product issues, analyzing technical problems, and delivering effective solutions through multiple support channels. The engineer collaborates closely with product development teams to resolve complex customer concerns. Excellent communication skills and strong programming knowledge are essential for delivering exceptional customer experiences.

Key Responsibilities
Provide technical support for developer tools via email, ticketing systems, and online meetings.
Investigate software bugs and reproduce customer-reported issues.
Deliver accurate technical solutions and workaround recommendations.
Collaborate with engineering teams to resolve product defects.
Prepare technical documentation and knowledge-base articles.
Assist customers with API integration and implementation guidance.
Monitor support cases to ensure timely resolution and customer satisfaction.
Identify recurring issues and recommend product improvements.