Postman26 дней назад
Technical Support Engineer
Bengaluru
Обязанности
- 01Becoming a technical expert on the Postman platform
- 02Taking ownership of customer reported issues and seeing problems through to resolution
- 03Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
- 04Working with engineering, product, and customer teams to ensure speedy resolution
- 05Streamline process, run experiments, build/maintain internal tools, build proofs-of-concepts for users
- 06Contributing to our FAQs, which serve as our customer’s knowledge base
- 07Interacting with Postman's developer community of 15 million+ via our support channels, our public Github issue tracker and the community
- 08Achieving key metrics around CSAT, responsiveness, and # of iterations to a successful resolution
- 09Providing real-time customer support via phone (and/or screen-sharing when appropriate), including triage, troubleshooting, escalation coordination, and clear follow-ups in writing
- 10Participating in weekend coverage to support customers outside of standard weekday hours, ensuring consistent responsiveness and handoffs across a globally distributed team
Требования
- 012+ years of experience doing technical product support for a modern / SaaS product
- 02Previous experience with API Development / SaaS products
- 03Excellent client-facing skills
- 04Excellent written and verbal communication skills
- 05Very comfortable with technical concepts, great analytical skills, and can explain how Postman works to a range of audiences
- 06Familiarity with software products in general, basics of networking, fundamentals of REST APIs, and how the web works
- 07Able to work asynchronously with a globally-distributed team
- 08Familiarity with support platforms like Jira, Github, Zendesk and Confluence
- 09Comfortable providing customer support over the phone, including explaining technical concepts live, guiding troubleshooting steps, and maintaining a calm, structured approach during high-urgency issues
- 10Able to work standard hours aligned to AEST
- 11Participate in weekend coverage as part of the role (via a rotating schedule or shifted week); timing and frequency may evolve as the team grows
Условия
- 01Location requirement: This role is open to candidates based in Bangalore, India
- 02Timezone alignment: This role is aligned to Australian Eastern Standard Time (AEST)
- 03Postman's pay-on-performance philosophy
- 04A flexible schedule working with a fun, collaborative team
- 05Comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend
- 06Wellness programs to help with physical and mental health
- 07Frequent and fascinating team-building events
- 08Donation-matching program
- 09Inclusive culture where everyone can be the best version of themselves
- 10In office 5 days a week for all roles based out of our hubs in San Francisco Bay Area, Boston, Austin, New York City, Tokyo and London
- 11For roles based in Bangalore, employees currently work in the office three days a week and will transition to five days per week by the end of the year