Description

We are seeking a skilled and customer-oriented Support Engineer with expertise in PHP to join our dynamic team. As a Support Engineer, you will play a crucial role in assisting our clients with their technical inquiries and providing effective solutions to ensure their success.

What We Do :

At Arraytics, we work together to build SaaS applications, AI-powered software, WordPress plugins, themes, and many more. 

Where to Find Us:

• Arraytics
• Themewinter
• Envato Market
• Timetics SaaS
• Eventin
• WP Timetics
• WP Cafe
• Poptics

What are we expecting?

1. Proven work experience as a Support Engineer or similar role, preferably with a focus on PHP.
2. Strong knowledge of PHP, WordPress CMS, themes, plugins, and related technologies.
3. Familiarity with HTML, CSS, PHP, JavaScript, and other web development languages.
4. Experience in troubleshooting and resolving technical issues, with exceptional problem-solving skills.
5. Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical individuals.
6. Detail-oriented with a strong focus on providing exceptional customer service.
7. Ability to work independently and collaboratively in a fast-paced environment.
8. Proactive mindset, with the ability to multitask and prioritize effectively.
9. Polite, patient, and helpful, even with impolite customers
10. Fluent in written English, excellent communication skills

Experience Required:

1. Minimum 1 year of experience as a Support Engineer
2. Experience in providing support for SaaS products or services.
3. Familiarity with Website security best practices.
4. experience with react is a plus.
5. Knowledge of web hosting environments and related technologies.

Educational Requirements:

• This position is not for any Fresher. - Preferably CSE Background.
•  Educational qualifications may be compromised for people with at least 2+ years of experience.

Job Responsibilities

1. Provide timely and professional technical support to clients.
2. Diagnose and troubleshoot technical issues reported by clients, escalating to the appropriate teams if necessary.
3. Guide clients through the resolution process, ensuring clear and concise communication.
4. Collaborate with cross-functional teams to address complex technical challenges and deliver comprehensive solutions.
5. Contribute to the development and maintenance of support documentation, including FAQs, knowledge base articles, and tutorials.
6. Stay up-to-date with the latest trends and best practices in WordPress development and support.
7. Proactively identify opportunities to enhance the customer experience and improve support processes.
8. Manage and prioritize support tickets and ensure adherence to defined service level agreements (SLAs).

Company Benefits & Perks
• A positive, collaborative, and growth-oriented work culture
• Two annual festival bonuses (as per company policy)
• Monthly performance-based bonuses
• Annual product profit bonus (eligibility-based)
• Casual leave encashment
• Fully subsidized lunch and snacks
• Monthly team buffets and an annual company retreat
• Maternity and paternity leave
• Access to training programs and learning resources for skill development

Long-Term Rewards
• Additional 20% loyalty bonus after completing 2 years
• Three annual bonuses after completing 3 years with the company

Leave Policy
• Total of 26 paid leaves per year
• 12 casual leaves
• 14 sick leaves