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Senior Product Support Engineer (L1/L2)

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

  • +5 years of experience in the technical support industry
  • 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 base on the role

  • 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
  • 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

Engineers on our team today:

  • Work in Angular and TypeScript primarily
  • Manage state with NgRx
  • Uphold best practices in engineering, security, and design
  • Supportive—especially when teammates are faced with new challenges
  • Are left to figure out the solutions to their challenges autonomously
  • Put themselves in the shoes of our users to craft a great experience
  • Value clear, frequent communication (we do a lot of reading & writing)
  • Are naturally curious and willing to take a step to learn something they don’t have experience in
  • Feel a great sense of accountability to each other

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

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