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Technical Support Engineer

Company: EdCast
Location: Mountain View
Posted on: February 23, 2021

Job Description:

EdCast is the AI-Powered Knowledge Cloud solution for unified discovery, personalized learning and knowledge management across the enterprise. Its award-winning platform is used internationally by Global 2000 companies and large government organizations, including NASSCOM and World Economic Forum, to solve the discovery and curation problems across all external and internal knowledge sources. EdCast's offerings include its Learning Experience Platform (LXP) and MyGuide's in-app guides, intelligence, and automation for business software.Website - www.edcast.comWebsite - www.myguide.orgTechnical Support Engineer* Manage new and/or escalated inbound customer requests * Leverage deep technical and product knowledge to solve problems and develop customer solutions. * Assist with new enterprise deployments and technical configurations such as SSO. * Provide hands on training to customers on how to develop content using MyGuide. Deliver guide creation professional services as needed.* Write technical documentation* Assist with managing support process, analytics, and continuous service delivery improvement. * Help to streamline processes in order to onboard and support smaller SMB customers using low-touch model.* Assist with Technical Account Management (TAM) for key customers and participate in customer quarterly business reviews (QBRs)* Work closely with QA, DevOps, Engineering, and Customer Success to deliver superior product that our customers love and can't live without.* This role will initially specialize in EdCasts MyGuide product offeringRequirements* 6+ years of customer facing technical experience supporting enterprise Saas applications* Proven technology prowess or software development engineering background* Deep experience with SAML and OAuth based SSO, experience with logging and monitoring tools, Javascript, DOM, and Web App frameworks. Working knowledge of REST, understanding of front-end technologies, such as HTML5, Javascript, Angular, and CSS3.* Relentless pursuit of customer satisfaction.* Top-notch escalation management skills with an ability to establish strong relationships with customers and influence decisions.* Strong communication, ability to prepare and present to technical audiences.* Strong organizational/time management skills and the ability to prioritize and deliver timely customer updates.* Bonus Can be a mentor and a coach* Bonus Creative with good eye for aesthetics, and storytelling. Can build beautiful engaging MyGuides.BenefitsAn opportunity to get ahead in your career by building a great and exciting portfolio that helps others get ahead in theirs. You will be joining a truly passionate and multicultural team willing to make a difference and positively disrupt the way learning is done within organizations.We believe in lifelong learning. We believe we can create abundant opportunities for workforce learning and up-skilling within the organization ecosystems. We have the spark, the ambition, the drive and the passion of making an impact in the world.Apply for this job

Keywords: EdCast, Mountain View , Technical Support Engineer, IT / Software / Systems , Mountain View, California

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