Web Chat Support Process (Non Voice)

Tech Support Engineer

Job Description

Technical Support Engineer plays a crucial role in ensuring the smooth operation of technical systems, providing expert-level support to customers, and contributing to the improvement of products and services through technical expertise and leadership.

To meet the qualifications specified:

1. Educational Background: A degree in a relevant field, such as Computer Science, Information Technology, or a related discipline, is a requirement.

2. Experience: While not explicitly mandatory, experience in fields like Computer Science or IT is considered advantageous. It may provide a practical understanding of the domain that can be beneficial in this role. 3. Personal Traits: Being a natural helper and enjoying assisting people with their computer issues are essential qualities. Additionally, the ability to simplify and effectively communicate technical details to individuals with varying levels of technical knowledge is a significant advantage.

If you possess the educational qualification, experience, and the mentioned traits, it's likely you fit the criteria for this role. Demonstrating your passion for helping people with technical issues and your ability to communicate complex information in an understandable manner during the application.

Roles and Responsibilities

Technical Expertise:

Provide advanced technical support to customers and internal teams. Troubleshoot complex technical issues related to software, hardware, or network systems. Perform root cause analysis for recurring issues and implement permanent resolutions. Collaborate with development teams to escalate and resolve product issues. Maintain up-to-date knowledge of new technologies and industry trends.

Customer Support:

Act as a point of escalation for critical customer issues. Communicate effectively with customers to understand their technical concerns. Manage and prioritize support tickets and customer inquiries. Ensure timely resolution of customer issues according to service level agreements (SLAs). Provide training and guidance to junior support engineers.

Documentation and Reporting:

Document troubleshooting steps and solutions for knowledge base articles. Create and maintain technical documentation, including FAQs and user guides. Generate regular reports on support activities, issue trends, and resolution metrics.

Quality Assurance:

Conduct quality assurance testing for new software releases or patches. Validate bug fixes and ensure they meet customer requirements. Perform regression testing to identify potential issues before deployment.

Communication Skills:

Communicate technical information effectively to both technical and non-technical audiences. Provide regular updates to customers and stakeholders on issue status and resolution. Participate in customer-facing meetings and conference calls as a technical expert. Troubleshooting and Problem-Solving:

Utilize diagnostic tools and resources to analyze technical issues. Develop creative solutions to complex technical problems. Implement temporary workarounds and permanent fixes as necessary.

Compliance and Security:

Ensure compliance with data protection regulations and security best practices. Follow established protocols for handling sensitive customer information.

Required Skill Set:

MS Office, Windows Troubleshooting, ITIL, Basic Networking, Understanding on EDR, DLP Tools, Firewalls, VMware/ Citrix workspace Client setup troubleshooting, Active Directory, Basic Concepts of O365 Exchange admin, Microsoft MDM & Intune, Firewall’s, DLP, EDR, Proxy concepts, Fundamental understanding of ITSM, ITIL, or CMDB.  

Context for the Candidates:

Blockchain engineers are tasked with building secure, scalable, and high-performance decentralized applications. This discussion focuses on how to utilize key technologies—Node.js, Rust, Go, TypeScript, Ethers.js, viem, and Hardhat—in smart contract and blockchain system development, while addressing the practical challenges that arise in such projects.

Key Discussion Points:

• How do you integrate Node.js, Rust, Go, and TypeScript in blockchain-backed applications?

• Discuss the trade-offs between using Rust or Go for performance-critical blockchain services.

• What are the key challenges in ensuring the security and scalability of smart contracts using tools like Ethers.js, viem, and Hardhat?

• How do you approach testing, debugging, and deploying smart contracts in a decentralized environment?

• Share best practices for gas optimization, contract upgradability, and backend scalability.

Evaluation Criteria:

1. Technical Knowledge:

• Strong knowledge of Node.js, Rust, Go, and TypeScript with practical experience in blockchain development.

• Proficiency in Ethers.js, viem, Hardhat, and smart contract lifecycle (development, testing, deployment).

• Understanding of security best practices, performance optimizations, and scalability in decentralized systems.

2. Problem-Solving and Integration Skills:

• How candidates approach integrating smart contract solutions with backend services using Node.js, Rust, Go, and TypeScript.

• Solutions proposed for common challenges in blockchain projects such as gas fees, security vulnerabilities, and system bottlenecks.

3. Experience and Expertise:

• Minimum of 2 years of IT experience, including hands-on development with the specified technologies.

• Practical knowledge of blockchain architecture, consensus mechanisms, and decentralized application deployment.

4. Innovation and Critical Thinking:

• Candidates’ ability to think creatively about system architecture, proposing scalable and secure solutions for blockchain-based applications.

• Discussion on the future potential of blockchain technology and how the tech stack can evolve.

5. Communication and Team Collaboration:

• Clear articulation of technical challenges and how to address them in a team setting.

• Ability to lead or contribute to discussions in a way that encourages collaboration and team-driven problem-solving.

Job Description 

• Developing user-facing applications using Vue.js 
• Building modular and reusable components and libraries 
• Optimizing your application for performance 

• Implementing automated testing integrated into development and maintenance workflows 
• Staying up to date with all recent developments in the JavaScript and Vue.js space 
• Proposing any upgrades and updates necessary for keeping up with modern security and development best practices 
• Solving problems and providing not only workable but also maintainable solutions.  
• Keeping an eye on security updates and issues found with Vue.js and all project dependencies 

• Mentor other people, provide feedback and grow as a part of the team.  
• Implementing custom plugins made in Vue. 
   

Job Specification 

• Outstanding experience in Web Development based on Vue.js. 
• At least 4+ Year of experience in Vue.js development. 

• Excellent Experience in Java Script, Typescript. 
• Familiarity with newer specifications of ECMAScript is a plus. 
• Excellent experience with Vuejs/Vuetify and Vuex. 
• Knowledge how Vue compilation works and different compilations techniques. 
• Knowledge about performance analysis tools and techniques. 

• Hand on Node.JS/Express JS. 
• Database: MYSQL/MongoDB. 
• Good experience in using Vue UI components, HTML5, CSS3, JavaScript, jQuery, Bootstrap, Material Design. 
• User authentication and authorization between multiple systems, servers, and environments. 
• Experience working within team structures for code review, source code management, continuous integration, and automated deployments 

• Excellent troubleshooting skills.  
• Strong communication skills, from written documents (such as design documents) to verbal discussions (like design reviews). 
• Proficient understanding of code versioning tools, such as Git. 
• Understanding fundamental design principles behind a scalable application. (When large data from API need to be fetch). 
• Able to integrate the unit testing framework in Vue. 

• Experience working in an Agile environment.   
• Good communication skills. 

Job Description:

We are looking for an expert JavaScript developer who is highly skilled with Vue.js. Your primary focus will be developing user-facing web applications and components.

Good experience in VueJS. Background of React/Angular.Strong knowledge of OOJS and ES6

Ability to write reusable, effective, and scalable JavaScript code. Building modular and reusable components and libraries. Translating client’s technical specifications into code.

You’ll implement them with the Vue.js framework, following generally accepted practices and workflows. You will ensure that you produce robust, secure, modular, and maintainable code. You will coordinate with other team members, including back-end developers and UX/UI designers. Your commitment to team collaboration, perfect communication, and a quality product is crucial.

Work Experience: 3 to 4 years

Responsibilities:

Developing user-facing applications using Vue.js

Building modular and reusable components and libraries

Optimizing your application for performance.

Implementing automated testing integrated into development and maintenance workflows

Staying up-to-date with all recent developments in the JavaScript and Vue.js space

Keeping an eye on security updates and issues found with Vue.js and all project dependencies

Proposing any upgrades and updates necessary for keeping up with modern security and development best practices.

Skills:

Highly proficient with the JavaScript language and its modern ES6+ syntax and features.

Highly proficient with Vue.js framework and its core principles such as components, reactivity, and the virtual DOM.

Familiarity with the Vue.js ecosystem, including Skills.

Familiarity with the Vue.js ecosystem, including Vue CLI, Vuex, Vue Router, and Nuxt.js

Good understanding of HTML5 and CSS3, including ( Sass or Less depending on your technology stack )

Knowledge of functional programming and object-oriented programming paradigms

Familiarity with automated JavaScript testing, specifically testing frameworks such as Jest or Mocha

Proficiency with modern development tools, like Babel, Webpack, and Git

Good understanding of HTML5 and CSS3, including ( Sass or Less depending on your technology stack )

Understanding of server-side rendering and its benefits and use cases.

Knowledge of functional programming and object-oriented programming paradigms.

Ability to write efficient, secure, well-documented, and clean JavaScript code.

Familiarity with automated JavaScript testing, specifically testing frameworks such as Jest or Mocha.

Experience with both consuming and designing RESTful APIs.

• Work with Angular2, NodeJS, Meteor, and MongoDB as the stack to develop newer functionalities for our platform
• Deploy application on AWS/ Google Cloud infrastructure
• Monitor the application regularly and fix bugs
• Work with team to create scalable and robust infrastructure from experts
• No. of positions available: 2
• Skill(s) required : JavaScript, Node.js and Angular 2.0 (ref:hirist.com)

• 1+ years of experience in any technology like VB.Net, ASP .Net etc.
• Currently working on live projects
• Problem solving skills
• Go getter attitude

• 5+ years of industry experience in developing mobile applications, web and/or large-scale enterprise products
• Mobile Development Experience: Swift, Objective-C, and Xcode
• Familiarity with Apple Human Interface Guidelines
• Experience with standard mobile architectures (MVC, MVVM, MVP, etc)
• Ability to effectively apply software design patterns and architectural principles
• Knowledgeable in building complex user interfaces
• Skillful at writing effective unit and behavioral tests
• Experience with software development processes (Agile, Scrum, Kanban, etc)

Responsibilities:

• Respond to customer queries and customers concern
• Provide support for data collection to enable Recovery of the account for end user.
• Maintain a deep understanding of client process and policies
• Reproduce customer issues and escalate product bugs
• Provide excellent customer service to our customers
• You should be responsible to exhibit capacity for critical thinking and analysis.
• Responsible to showcase proven work ethic, with the ability to work well both independently and within the context of a larger collaborative environment

Requirements:

• Graduate (Any Discipline)
• Previous experience in a customer service role chat/email/voice
• Effective probing skills and analyzing / understanding skills
• Analytical skills with customer centric approach
• Excellent proficiency with written English and with neutral English accent
• Excellent English - Verbal & Written (Highly Professional English)
• Excellent Excel Capabilities as we need to submit monthly SLA reports to clients. (Should be an expert)