The Software Support Engineer, as part of Instabug?s Customer Experience team provides support to Instabug?s growing number of customers across different segments, industries and regions. The Software Support Engineer has a comprehensive understanding of all Instabug?s products, who is able to solve problems and translate technical concepts to our clientbase. The SSE is responsible for delivering an excellent customer experience through the offering proactive and high-quality support as part of the overall customer journey.
Software Support Engineers work as a close-knit team with the ability to deliver results in a dynamic and constantly changing environment, demonstrating superb communication and time management skills at all times. They have excellent customer service skills and the ability to comprehend technical topics and present them to non-technical users.
Responsibilities
Provide excellent customer service and product support to Instabug customers
Work closely with Sales, Marketing. Success, Product, and Engineering teams to provide customers with an extraordinary experience through cross-functional projects that impact core business objectives.
Identify and resolve customer issues, ranging from inquiries, feature requests, complaints and integration assistance through Instabug?s support channels.
Ownership and accountability of customer issues since first reporting until resolution and closure.
Successfully debug and resolve customer complaints through investigating, analyzing and internally troubleshooting before escalating to the Engineering team.
Work closely on a daily basis with the engineering team on customer issues and discuss, investigate and follow through until resolution, providing customers with root cause analysis and fix details.
Work with Sales team for potential plan customizations and upselling opportunities
Have access to customer?s plans and payments to ensure successful transactions and payments refunds
Handle startup company communication and provide plan discounts based on pre-set standards
Help customers understand the features and benefits of Instabug?s product portfolio to maximize value and improve retention.
Sharing customers feedback and feature requests effectively to the Product team to enhance and improve Instabug?s products.
Participate in demo-calls to explain and onboard customers on Instabug products
Offer knowledge sharing and internal support to local and US based team
Contribute with suggestions and efficiencies to improve Instabug?s support documentation, processes, and knowledge base
Identify common customer challenges and proactively find ways to improve our product and processes.
