Software Support Engineer

Job Description

Job Description: Software Support Engineer

Company: Ventuno Technologies
Email: hr@ventunotech.com
Experience: 3+ years in technical communication; 2+ years in customer support and software development experience
Location: Not specified

Job Summary

We are looking for a customer-focused Software Support Engineer to manage customer support requests, troubleshoot technical issues, and provide effective solutions for software products and services. The ideal candidate should have strong communication skills, hands-on technical support experience, basic software development knowledge, and an interest in media and video technologies.

Key Responsibilities

Provide prompt, accurate, and easy-to-understand assistance to existing customers.

Manage incoming support requests, perform initial triage, and analyze reported issues to determine the appropriate resolution.

Troubleshoot problems independently and deliver effective solutions.

Identify recurring issues and create internal and customer-facing FAQs, tutorials, and troubleshooting documentation.

Track support tickets and maintain reliable support metrics.

Keep customers informed about issue progress, resolution timelines, and relevant product releases from the Engineering team.

Escalate high-priority or high-profile issues to the direct manager according to established procedures.

Respond to technical questions from prospective customers.

Conduct general platform demonstrations for prospective customers.

Required Skills and Qualifications

Basic knowledge of enterprise-grade video solutions.

Communication: At least 3 years of experience demonstrating strong verbal and written communication skills, including explaining complex technical issues to technical and non-technical audiences.

Customer Support: At least 2 years of hands-on experience in customer support for technology products or services.

Support Tools: Familiarity with Intercom, Slack, GitHub, and common customer support workflows.

Programming: At least 2 years of combined experience with one or more programming languages, such as JavaScript, Java, Python, PHP, or similar.

Debugging Tools: At least 2 years of combined hands-on familiarity with browser developer tools (Chrome, Firefox, Safari, or Edge) and debugging/network tools such as Fiddler, Cocoa, or Wireshark.

Strong analytical and problem-solving skills.

Passion for media technologies and tools, with the ability to learn new technologies quickly.

How to Apply

Interested candidates can email their updated resume to:

Email: hr@ventunotech.com