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Senior Product Support Engineer (L2/L3)

1 minutes reading time

At FLOWX.AI, we’re working hard to build a new technology generation and change how the world builds software. FLOWX.AI makes a novel technology platform that requires 10x less effort and 10x less time to create unified omnichannel applications.

Our clients - large global and regional enterprises - are taking on complex digital transformation initiatives. Along with some of the most significant implementation partners in the world, we are standing next to them every step of the way: from discovery to implementation, launch, hyper care, and see them through using our platform in production, and continuing to develop unique new digital products and services.

Skills & Experience you need for your success

  • 3-5 years of experience in the technical support industry (L2/L3)
  • Proven ability to quickly learn and understand the product and technical complexities
  • Customer-centric attitude, with the ability to listen-to-understand
  • Solution-oriented approach with a can-do attitude
  • Superior written and verbal communication skills

What is the relevant knowledge 

  • Knowledge or understanding of Java, JavaScript, Kubernetes and cloud-native applications - would be a plus and would help you accelerate in your role
  • A Bachelor degree or a combination of education and experience in engineering/information systems will give you a solid base to rely on
  • English - full work proficiency

How you will contribute to the team

  • First point of contact for clients regarding issues related to the product (both application related and environment related)
  • Diagnose, troubleshoot, and resolve complex problems by questioning customers about the issues they are facing in a detailed fashion so that they understand the nub of the problems
  • Provide solutions through phone, emails, or chat and in a clear and accurate manner
  • Assist customers during deployments/installation and upgrade
  • Create, update and maintain the Knowledge Base by documenting technical knowledge and maintaining procedural documents and reports
  • Escalate issues to the relevant internal departments when needed (Product, Customer Success, Engineering)
  • Influence the product roadmap based on feedback gathered from clients
  • Be a subject matter expert on specific features of the product and be able to offer training if needed

What's in it for you

  • Joining a product company in such early stages means you are invited to leave a print on the business's evolution and the product
  • Involvement in international accounts throughout the expansion of the company
  • Direct involvement in further building the team & the culture
  • Early-stage equity package to be considered

Location: Bucharest