Technical Support Engineer

Who we are

• We are Hiver (http://hiverhq.com, earlier known as GrexIt). We are revolutionizing how people use email to collaborate! Our product turns Gmail into a collaboration platform. 
• We are profitable, growing and have lots of paying customers around the world. You will find ambitious and passionate people here who love to write code and keep adding awesomeness to our product. We don't like managers or mentors, we like people who can get stuff done.
• Work environment is relaxed, fun and casual. 

What we're looking for

• A technical support engineer to support our customers during US hours (India timings: 7 PM to 3:30 AM)

Responsibilites

• Provide high quality technical support over email, chat and phone to our customers in US and Europe
• Help our customers in all stages of usage of our product - during trial, setup/configuation, and after-sales support
• Making sure all customer issues that need resolution by the engineering team are followed through and resolved in a timely manner.
• Keeping our Help/FAQ sections up to date.
• Work with our engineering team to help them understand customer problems, reproduce them and fix them.
• Work with our product team and contribute towards driving our product roadmap with real world customer requirements

Requirements

• You must be great at undestanding and analysing problems
• You must have at least 1 year experience with customer support for a business/enterprise tool
• You must be willing to keep US timings (corresponding to IST 7 PM - 3:30 AM)
• You should have excellent spoken and written English communication skills
• You should be a good writer, with ability to help non-technical people understand technical aspects of our product. You should also be able to maintain our Help/FAQ.
• An engineering/technical degree would be considered a strong advantage