[Remote] Technical Support Engineer

Note: The job is a remote job and is open to candidates in USA. Apryse is a leading provider of document software development technology, actively changing the way the world works with documents. They are seeking a skilled Technical Support Engineer to assist developers and customers with troubleshooting and implementation of their document processing products, ensuring customer satisfaction and success.ResponsibilitiesProvide high-quality technical support to clients and customers regarding our SDK products, specifically related to Java and C#Collaborate closely with the development team to understand the product architecture, features, and functionalities to effectively address customer inquiries and issuesAssist developers and customers in troubleshooting and resolving complex technical problems related to the SDK integration and usageGuide and educate clients in best practices for integrating and utilizing the SDK, ensuring efficient and effective implementationInvestigate and analyze reported issues, documenting steps to reproduce, and working towards timely resolutions of defectsDocument and maintain a comprehensive knowledge base of common issues, frequently asked questions (FAQs), release notes and internal training purposesCollaborate with cross-functional teams to escalate and prioritize critical issues, ensuring prompt and satisfactory resolutionsContinuously stay updated with industry trends, emerging technologies, and best practices related to Java ecosystems, and SDK development, enhancing personal expertise and contributing to team growthActively participate in product improvement initiatives by providing feedback, suggestions, and insights based on customer interactions and experiencesContribute to the development of support tools, scripts, and resources to streamline support processes and enhance efficiencySkillsBachelor's degree in Computer Science, Software Engineering, or a related technical field (or equivalent work experience)Proven experience in technical support or a similar customer-facing role, ideally supporting SDK products or developer-oriented toolsStrong proficiency in Java and C# with a willingness to learn new skills such as PDF specificationsFamiliarity with other programming languages such as Javascript, enterprise development tools, and cloud computing platforms such as AWS, Azure, and KubernetesKnowledge of RESTful APIs and web services, DevOps practices, and containerization technologiesEffective communication skills, both verbal and written, can convey technical concepts clearly and effectively to technical and non-technical audiencesCustomer-focused mindset with a passion for delivering exceptional service and ensuring customer successAbility to work independently, manage multiple tasks, and thrive in a fast-paced environmentDetail-oriented with excellent organizational skills to effectively prioritize and manage support casesFlexibility to work occasional evenings or weekends to address critical customer needsExperience with iText SDK, including the creation and manipulation of PDF documentsBenefitsCompetitive salary commensurate with experience & qualifications.A comprehensive extended benefits package.A great team environment and resources, supporting you to do the best work of your life and providing unlimited career growth potential.Highly autonomous and entrepreneurial environment.On going support for learning development so you can continue to master your craft.Work with the hardware you're most comfortable with (Windows or Mac)Diverse and inclusive workplace where we all learn from each other.Excellent work-life balance with a flexible remote work environment.Company OverviewApryse is a comprehensive collection of document processing products, that offers superior document solutions for faster, better results. It was founded in 1998, and is headquartered in Vancouver, British Columbia, CAN, with a workforce of 501-1000 employees. Its website is http://apryse.com.



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