Support Engineer

This is a remote position. This position is working as part of our FanFix team. FanFixis the leading membership platform for the new generation of creators. In under 18 months, FanFix has grown to 15M+ users. Our Support Engineers are responsible for providing troubleshooting and consulting services and will be the interface between our customer service and engineering departments. This position is mainly responsible for: receiving and resolving user queries, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experiences. 1. Respond to user queries in a timely and accurate manner following PUO Workflow SOPs via internal platform and IM chat. 2. Identify user needs, quickly troubleshoot the technical issues, review logs, provide solutions directly to users by using internal Troubleshooting SOPs or following internal process to escalate. 3. Follow up with internal teams and users to ensure that reported technical issues are resolved. 4. Report platform malfunctions. 5. Partner with engineering teams and associates on product optimizations. 6. Update the team dashboard with synced information and useful tips from team discussions. 7. Assist and support other user feedback projects. Qualifications 1. Technical support or User/Product Operations related experience in the internet industry. 2. Some java scrip or python is a plus 3. Bachelor