Technical Support Engineer

Global brands trust eGain knowledge management software to improve customer experience and reduce service cost by automating customer engagement and empowering employees. Top rated by Gartner, the eGain Knowledge Hub orchestrates AI and experts to deliver trusted answers to our client’s customers, agents, and field staff.

We dream big and sweat details. We are diverse, optimistic, and tenacious. We take pride in what we do but we don’t take ourselves too seriously. If work is fun for you, talk to us. We will not waste your time.

Job Title: Technical Support Engineer

Location: Sunnyvale, CA

Experience: 0 to 5 years

Job Summary:

We are looking for a highly skilled Solution Success Engineer with 3 to 5 years of experience to support our enterprise-level SaaS application. The ideal candidate will have a strong background in providing application support using the knowledge of Java, JavaScript, MySQL, and UI debugging, and will be comfortable reading and analyzing code using Eclipse. This role requires excellent problem-solving skills, the ability to provide timely updates both internally and to customers, and a willingness to participate in on-call rotation and extend working hours as needed to collaborate with offshore teams.

Duties/ Responsibilities:

• Advanced Application Support: Provide high-level support for complex issues in our enterprise SaaS application, ensuring swift and effective resolution.
• Code Analysis: Utilize your knowledge of Java, JavaScript, and MySQL to read and analyze code using Eclipse to diagnose and troubleshoot application issues.
• UI Debugging: Investigate UI-related issues using tools such as HTTP watch, Fiddler, etc.
• Problem Solving: Apply strong analytical and problem-solving skills to identify the root cause of issues and implement solutions.
• Collaboration: Work closely with internal departments, and offshore teams to resolve issues in a timely manner.
• On-Call Rotation: Participate in on-call rotation and be available to address urgent issues outside of regular working hours as needed.
• Communication: Provide timely and clear updates to internal stakeholders and customers regarding issue status and resolution.
• Process Improvement: Contribute to the continuous improvement of support processes, tools, and documentation.
• User Training and Documentation: Document technical issues, resolutions, and troubleshooting procedures for future reference. Assist junior team members in troubleshooting issues.

Education and Experience:

• Education: Bachelor’s degree in STEM or equivalent work experience.
• Experience: 3 to 5 years of experience in application support, with a focus on enterprise-level SaaS applications.
• Technical Skills:
• Knowledge of Java, JavaScript, and MySQL.
• Traverse and debug code using Eclipse or other IDEs.
• Proficient in UI debugging and troubleshooting.
• AWS Certifications or hands-on experience working with SaaS applications built on AWS.
• Soft Skills:
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills.
• Ability to work independently and in a team-oriented environment.
• Ensuring accuracy and thoroughness in all tasks.
• Ability to manage and resolve conflicts effectively.
• Flexibility to handle changing priorities and new challenges.
• Prioritizing tasks and managing time efficiently, especially during high-pressure situations.

Our Hiring Process is “Easy with eGain”

Step 1: Written test (should take roughly 53 minutes of your time)

• Aptitude section

We will let you know within 2 business days of your taking the test if you have progressed to the interview stage. The interview will be scheduled no later than 7 calendar days after the test.

Step 2: Panel interview (max 60 minutes)

Next Step

Email your resumé to achille@egain.com with the position title “Technical Support Engineer” in the email subject.

Compensation

• The base salary range is $70,000 to $100,000. Your base salary will be determined based on your location, experience, and the pay of employees in similar positions.
• Performance-based bonuses are tied to individual and company performance.
• Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
• Restricted stock or stock option grants, subject to company policies and performance.

Please note that the compensation package can vary based on the candidate’s qualifications and experience level.