Quizizz - Technical Support Engineer - IT Operations

<p><p><b>What you'll do :</b></p><p><br/></p><p>- Troubleshoot, triage, and qualify technical cases before escalating to Engineering by assessing severity, business impact, and required expertise, and systematically organizing issues for efficient resolution.<br/><br/></p><p>- Lead root cause investigations by gathering comprehensive diagnostics, obtaining relevant logs, and replicating reported bugs to ensure thorough analysis.<br/><br/></p><p>- Communicate clearly and proactively with both technical teams and customers, including joining calls with Customers, Engineering, and Product as needed to ensure full context and set accurate expectations.<br/><br/></p><p>- Identify repeatable manual processes in support and collaborate on developing scripts, self-serve tools, and streamlined workflows to reduce bugs ticket volume and improve resolution times.<br/><br/></p><p>- Create and maintain robust knowledge bases, troubleshooting guides, and FAQs for both internal and external audiences.<br/><br/></p><p>- Work closely with Product and Engineering teams to address recurring technical issues, driving systemic and long-term fixes to improve the overall product you are :</b></p><p><br/></p>- You must have at least 2+ years of experience in technical support or product support for SaaS, web, or mobile applications.<br/><br/></p><p>- Experience triaging, qualifying, and resolving technical issues within a support or engineering environment.<br/><br/></p><p>- Strong API debugging, Deep tech troubleshooting & backend logic understanding.<br/><br/></p><p>- Excellent written and verbal communication skills, capable of explaining technical issues to both technical and non-technical stakeholders.<br/><br/></p><p>- Comfortable participating in calls with customers, engineering, and product teams to clarify complex scenarios and set expectations.<br/><br/></p><p>- Experience in creating high quality documentation, troubleshooting guides, and FAQs for both internal and customer-facing purposes.<br/><br/></p><p>- You have prior experience/exposure to QA, automation & Scripting.</p><br/></p> (ref:hirist.tech)