Technical Support Engineer I

At Keywords Studios, we are using our passion for games, technology and media to create a global services platform for the video games and entertainment industries. Our aim is to become the “go to” provider of technical and creative services across a variety of service lines, enabling leading content creators and publishers to leverage our expertise across the lifecycle of interactive content.

Keywords Studios is trusted by many of the world’s leading video games and entertainment companies to work alongside them from concept and development through to live operations, by leveraging the breadth and depth of our industry leading service lines. We work alongside our clients as an external partner, providing access to specialist teams where and when needed, and enabling them to remain lean, agile and focused on creating engaging experiences.

People at Keywords Studios are passionate, talented, committed and resourceful. Human talent is our most valuable resource and, as a business, we thrive on diversity, celebrate uniqueness and work together across 70+ facilities in 26 countries.

Helpshift is a Keywords Studios company and a leading AI-first customer service platform used by some of the world’s largest games, digital entertainment, and consumer technology companies. Helpshift enables businesses to deliver scalable, intelligent, and human-centric support experiences through conversational AI, automation, and live agent tooling, supporting millions of end users globally. We are looking for an ambitious, experienced, driven & solution orientated individual that thrives in a fast-paced, cutting-edge, technology-driven environment to lead our Implementation Engineering team.

Keywords Studios is privately owned by an investor group led by EQT, together with Canada Pension Plan Investment Board and Temasek.

See www.keywordsstudios.com and www.helpshift.com for further information.

As a Technical Support Engineer 1, you will:

• Act as the professional face of Helpshift, providing expert technical support to customers, including Admins and Developers from SMBs to Fortune 500 companies.
• Guide customers on various topics, from dashboard training to SDK integration troubleshooting.
• Manage and prioritize your queue of support issues, responding promptly to customer submissions.
• Stay informed about current features and bugs, filing tickets when needed for internal teams.
• Evaluate feature requests and escalate them to the Product team when ppropriate.
• Debug customer issues by reproducing them, gathering critical details for escalation, and performing QA tests when required.
• Create and document solutions, best practices, and templated responses to enhance internal and external resources.
• File bugs in JIRA, provide updates across time zones, and collaborate internally to resolve issues effectively.
• Analyse crash logs, scripts, and API configurations to identify patterns and escalate issues to developers.
• Identify sales opportunities or billing issues and escalate them to Sales, Success, or Finance teams.
• Write scripts and tools to handle customer data requests efficiently.

Requirements

About You

• Experience: 2+ years of direct Enterprise B2B Tier 1 technical support or customer operations experience.
• Technical Skills: Familiarity with REST APIs and scripting in Python or JAVA, Basic knowledge of SQL.
• Time Management: Strong ability to juggle and prioritize multiple tasks independently.
• Communication: Professional business writing skills to provide clear, detailed responses and escalate issues when necessary.
• Process-Oriented: A proactive problem-solver who suggests and implements process improvements.
• Education: Bachelor’s degree in Computer Science or equivalent technical and professional experience.

Benefits

• Hybrid setup
• Family Medical Insurance Cover
• Life Insurance
• Daily Meals - onsite
• Reimbursable Flexible Benefit

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status

Privacy Notice

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

- Act as the professional face of Helpshift, providing expert technical support to customers (Admins and Developers from SMBs to Fortune 500 companies). - Guide customers on various topics, from dashboard training to SDK integration troubleshooting. - Manage and prioritize your queue of support issues, responding promptly. - Stay informed about current features and bugs, filing tickets when needed for internal teams. - Evaluate feature requests and escalate them to the Product team. - Debug customer issues by reproducing them, gathering critical details, and performing QA tests. - Create and document solutions, best practices, and templated responses. - File bugs in JIRA, provide updates across time zones, and collaborate internally. - Analyse crash logs, scripts, and API configurations to identify patterns. - Identify sales opportunities or billing issues and escalate them. - Write scripts and tools to handle customer data requests. - 2+ years of direct Enterprise B2B Tier 1 technical support or customer operations experience. - Familiarity with REST APIs and scripting in Python or JAVA. - Basic knowledge of SQL. - Strong ability to juggle and prioritize multiple tasks independently. - Professional business writing skills. - A proactive problem-solver who suggests and implements process improvements. - Bachelor’s degree in Computer Science or equivalent technical and professional experience.