Technical Support Engineer – USA

Posted 8 months ago
Job Description

INKA Entworks is looking for an experienced Technical Support Engineer to join us in our USA office.

INKA Entworks is a content and application security software company established in 2000, specialized in security technology and services, with headquarters in Korea, offices in the USA, India(Mumbai, Banglore), San Jose and Jakarta, and continuously develop technologies and services that provide remarkable values to global customers.

About Pallycon: Pallycon is world’s first Saas Based Multi DRM and F.watermarking solution. Pallycon is the most fastest growing product by INKA ENTWORKS Inc in the Content Security world.
Pallycon caters 800+ customers from 130+ countries around the globe, Pallycon Has offices at Los angles USA, Mumbai, India and Seoul, South Korea.

What you will do
    • Understanding the functionality of existing and new products which are developed at PallyCon.

    • Ask customers targeted questions to quickly understand the root of the problem.

    • Taking ownership of customer issues reported and seeing problems through to resolution.

    • Researching, diagnosing, troubleshooting and identifying solutions to resolve issues

    • Respond to customer support requests, primarily by helpdesk, e-mail, telephone and multiple tech support channels.

    • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

    • Provide initial scoping of customer technical issues and engage senior technical staff as required.

    • Collaborate with developer and PO to troubleshoot complex environments, review logs and communicate detailed action plans.

    • Provide prompt and accurate feedback to customers.

    • Regularly follow up with customers with recommendations, updates and action plans.

    • Resolve customer technical issues through diligent research, reproduction, and troubleshooting.

    • Leverage internal technical expertise, including peers, mentors, knowledge base and other resources.

    • Document case work accurately to ensure the correct level of detail is available for colleagues.

    • Create new knowledge base articles which will be used for the similar cases.

    • Prioritize and manage several open issues at one time.

    • Maintain a good relationships with clients.

It must be you if you had
  • 7+ years of tech. support experience

  • Strong customer service skills, Outstanding written and verbal communication skills.

  • Understanding of Android,iOS, Linux and web technologies

  • Hands-on experience of web debugging tools

  • Hands-on experience of Android Studio, Apple Xcode Project build, debugging and analyze log data

  • Logical approach to problem solving.

  • High aptitude for learning new technologies.

  • Strong customer service

  • Experience in Agile work process
  • USA Timing

Job Features

Job CategoryIT

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