Remote Junior L1 India Support Engineer

at Foxit Software

Posted 19 hours ago 2 applied

Description:

  • Foxit is a leading global software provider of fast, affordable, and secure PDF solutions used by millions worldwide.
  • The company has customers in over 200 countries and operates globally, with offices in the US, Asia, Europe, and Australia.
  • The Junior L1 India Support Engineer will handle Level 1 product issues, troubleshoot and resolve customer problems, and collaborate with product teams for continuous improvement.
  • The role requires working rotational shifts 24/7 on weekdays and weekends, which is mandatory.
  • Responsibilities include working directly with customers to troubleshoot, recreate, and resolve Tier 1 and Tier 2 level issues related to products.
  • The engineer will document and review solutions to common questions and problems, update the ticket tracking system, and escalate issues to the product/developer team.
  • The position also involves serving as an escalation point for the Customer Success team and suggesting improvements to workflow, tools, and policies to enhance quality and efficiency.
  • The engineer must be able to handle multiple tasks simultaneously, including chats, emails, and calls.

Requirements:

  • Candidates must have 1+ years of proven experience in providing technical support.
  • A bachelor's degree in computers or a relevant field is required.
  • Experience in software support is a plus but not mandatory.
  • Great communication skills are essential for this role.
  • Experience with SaaS is a plus.
  • Familiarity with Salesforce and JIRA is advantageous.
  • The ability to work independently and as part of a team is necessary.

Benefits:

  • Joining Foxit means being part of a team that is shaping the future of PDF technology worldwide.
  • Employees will have the opportunity to work with a leading provider of innovative PDF products and services.
  • The role offers a chance to develop skills in a fast-paced and growing company.
  • Employees will gain experience in troubleshooting and resolving technical issues, enhancing their professional growth.