Senior Technical Support Engineer

As a Senior Technical Support Engineer at Deque, you will play a crucial role in supporting our products, mentoring team members, conducting internal training, communicating with customers, and sometimes delivering product demos. Your major contributions will focus on customer support, creating a knowledge base and resolving tickets related to Deque's products.

• Provide exceptional support for Deque products, ensuring customer satisfaction.
• Review and resolve tickets raised by customers on Deque's products.
• Mentor and guide junior support engineers, fostering their growth and development.
• Conduct internal training sessions to enhance the technical skills of the support team.
• Communicate effectively with customers, addressing their concerns and providing timely solutions.
• Prepare and deliver product demos to showcase Deque's solutions to customers when needed.
• Collaborate with cross-functional teams to ensure seamless support and knowledge sharing.
• Contribute to the development and improvement of support processes and documentation.

• At least 5 years of experience in a technical support or customer-facing technical role.
• Strong problem-solving skills and the ability to troubleshoot complex technical issues.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Basic knowledge of web development (JavaScript, HTML, frontend frameworks like React, Angular, Django) and/or backend development (Java, C#, Node.js, Python, PHP, Ruby).Basic understanding of Android and iOS application frameworks is a plus.
• Familiarity with automated testing technologies such as Selenium and WebDriver is a plus.
• Good understanding of CI/CD pipeline components.
• Ability to mentor and train team members.
• Bachelor's degree in Engineering, Computer Science, MIS, or a comparable field is preferred.

Job Timings: US Eastern Time, 8 AM to 6 PM. Hours may change based on customer requirements.