About Soroco
Soroco is on a mission to elevate and transform how teams everywhere work.
Powered by multiple patents, its flagship AI model, Scout, generates a work graph - a map of friction hurting your teams and business outcomes. Today, this map drives productivity improvements in 150+ organizations globally, including several Fortune 500 companies.
Soroco has been featured in Harvard Business Review, Forbes, Fortune, and was listed on Bloomberg's list of ideas that defined 2022.
With operations spanning Boston, London, and Bangalore, Soroco was founded by alumni of Harvard, MIT, and Carnegie Mellon.
Visit www.soroco.com to learn how we help teams discover their work graph.
What we are looking for:
We are seeking a talented and motivated Software Engineer to join our dynamic team in Product Support. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for providing top-notch customer support. As an engineer in our Product Support Organization, you will play a critical role in assisting customers with technical issues, troubleshooting product-related problems, and ensuring customer satisfaction.
The role purpose and scope:
- Diagnose and troubleshoot L1 & L2 issues related to our products.
- Collaborate with cross-functional teams, including engineering and product team, to resolve complex technical issues.
- Document and track customer reported issues using our ticketing system (azure devops), ensuring timely resolution.
- Develop and maintain a deep understanding of our products, features, and functionality.
- Create and update knowledge base articles, FAQs, and other support documentation to assist customers and improve support efficiency.
- Proactively identify opportunities to improve product usability, performance, and reliability based on customer feedback and support experiences.
- Willingness to work in different shifts on rotation basis in a 24/5 model.
- Create SOP’s and automate SOP’s as and when needed. Document the tribal knowledge.
Experience and skills:
- Proven experience (1-3 years) in a technical support role, preferably supporting software products.
- Strong troubleshooting and problem-solving skills with the ability to analyse complex technical issues and propose effective solutions.
- Experience with SQL databases and query languages.
- Familiarity with scripting languages like shell script and python is desirable.
- Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and internal teams.
- Customer-focused mindset with a dedication to delivering exceptional support experiences.
- Ability to work independently as well as collaborate in a team environment.
- Strong organizational skills with the ability to manage multiple priorities and deadlines effectively.
- Knowledge of k8s
