Software Technical Support Engineer - Canadian time zone

Think insurance is boring? Think again.Trufla is a multinational Canadian company and the first of its kind – we offer a complete suite of digital solutions for the modern insurance brokerage. From SEO and web design, to lead management, branded customer service and API’s, Trufla provides a 360° digital strategy for brokerages and reimagines the way their customers interact with insurance.Trufla is leading a digital revolution that will transform the insurance industry! We’re growing fast, and we’re looking for visionaries to join our team of innovators and disruptors at our Cairo offices.It’s our goal for Trufla to be the BEST place to work. A great corporate culture is one of our top priorities.Main BenefitsCompetitive SalaryHealth InsuranceGym MembershipFlexible Working HoursContinuing Education OpportunitiesWork from homeTeam Building ActivitiesMilestone celebrations – work anniversaries, birthday celebrations, etc.About YouAs a Software Support Engineer, you will be the first point of contact when our clients are having an issue with our products. This means you are a person who LOVES problem solving and working with others to ensure our clients get back on track when something goes wrong. We will rely heavily on you to share your observations related to client tickets and feedback, supporting our efforts to continually evolve our software to be the most client-friendly option available. You move past the problems by focusing on finding the solutions, and you thrive in a busy environment where quick decisions sometimes must be made.As a member of the Client Success team, you will work directly with our product teams; this includes a mix of developers, UX/UI, business analysts and our product owners. We like to think we are a fun group, so a sense of humor is always a benefit to bring to the table. In terms of technical knowledge, you need to have a solid foundation; we are willing to work with the right individual to grow their knowledge base to be truly successful in this role. Your long-term goal is likely focused on earning your way onto one of our product teams, this is the perfect role to learn our products and prove your skills.Job ResponsibilitiesComplete tasks related to onboarding new clients onto Trufla productsTrack issues on JIRA from creation to resolution, within targeted time limitsProperly document and escalate issues that cannot be directly resolved by the Client Success team to the appropriate product team for actionProvide prompt and accurate feedback to customers collaborating with the Account Managers where neededCollaborate with internal resources to provide accurate solutions to customer issuesPrioritize and manage open issues and log all activities related to resolving issuesAct as the conduit for translating technical information and updates into language that clients can easily understand Synthesize client requests, needs and feelings into the technical requirements and documentation needed to resolve the issue being identified directly or in collaboration with the product teams Ask customers targeted questions to quickly understand the root of the problem via JIRA, email, or phoneFollow up with clients to ensure their issue has been successfully solved to their satisfaction Maintain a positive and friendly relationships with clientsDocument technical knowledge and provide ideas to the product team for future enhancement.When possible, participate in product planning sessions to stay on top of ongoing product updates and new functionality and features that are being developedResearch, diagnose, troubleshoot, and resolve technical issues as they come in from clientsIf the issue requires client tenant-specific data or code changes then the changes and resolution must be documented clearly on the ticketIf the issue is product wide then it must be reviewed, approved, and merged by the product teamJob Qualifications2+ years’ experience in a similar role, preferably within a marketing agency, technology/software company or professional services firmWilling to shift regular work schedule to support clients in various time zonesProven track record managing client and internal relationshipsStrong Understanding Of At Least Some Of The Following MySQL & DjangoHTML/CSSJavaScriptData processingReact Linux Operating SystemShell scriptingFamiliarity With JIRA AWS Cloud ServicesApple Developer ProgramGoogle PlayDocker ContainersCI/CD (preferably Gitlab or GitHub)Nice To Have / Willing To LearnPythonNodeJSAngularGit Version ControlValues & CompetenciesCritical thinker with strong attention to detailsClient centric thinking to ensure that our clients are always our top priorityOutstanding interpersonal and business communications skills, both verbal and writtenFlexible and adaptable with proven problem-solving abilityHigh degree of professionalism and integrityExceptional organization and time management skillsWorks well within a team and independently and able to adjust to tight and changing deadlinesBe curious and aware of new industry trends and tools that can be leveraged by Trufla and share thoughts with the teamOpen to receiving constructive feedback and willing to learnTrufla is an equal opportunity employer and is committed to all forms of diversity in the workplace. All qualified individuals are encouraged to apply. Do you think we match? Apply Now!If you have what it takes, apply to the job through the "Apply Now" button above.After applying, complete your application by taking the required assessment below:https://app.testgorilla.com/s/6tcpu6p3