The Technical Support Engineer assists customers by building and submitting their iOS and/or Android apps to the applicable app stores for initial onboarding, scheduled updates, and resubmission of apps with bug fixes. This position is essential in the process of guaranteeing timely results and meeting expectations throughout the customer life cycle. In addition, the Technical Support Engineer maintains audits and improves the team's build-related tools and documentation. This role receives mentorship from peers and provides moderate levels of mentorship to others.
Job Qualifications:
- Minimum two (2) years of related experience as a Technical Support Engineer
- Ability to work on multiple projects / tasks in an agile environment.
- Good communication and presentation skills at all levels colleagues, clients and top management.
- Results-oriented, resourceful, and a good team player.
Experience/Skills Requirement:
- Experience working in customer service.
- Experience preferred with technology, software, and technical documentation.
- Experience preferred with the following systems: Apple App Store, Google Play Store, Creatio.
- Combined abilities of technical aptitude, project management, and communication skills.
- Self-starter with the ability to work remotely in a fast-paced, dynamic environment.
- Good time management skills to plan and organize own work. Has the initiative to drive him/herself through the plan.
- Efficient and detail-oriented; dedicated to streamlining processes.
- Strong sense of ownership with proven work ethic and commitment to personal development.
- Capable of strong individual contributions and accomplishing exceptional results.
- Advantage: Experience with Azure DevOps.
- Advantage: Proficiency in a smattering of the following tools:
- Microsoft M365
- GitHub
- Jenkins
- Bash
- Terminal commands
- Firebase
- GIT
- Xcode
- Creatio
- Apple Developer Studio
- Google Play Console
Responsibilities and Duties:
- Handle technical support issues for the Impact mobile apps.
- Work internally with stakeholders to get the necessary information to submit the packages.
- Lead the build and submission process surrounding iOS and Android apps to get customer apps built as quickly as possible.
- Work with the store platforms in submitting the binaries/ packages; has a good hold of the APP Review Guidelines and Google Developer Policy.
- Keep customer certifications up to date.
- Accurately record all work and communicate with team members, stakeholders, and clients.
- Use the Impact tools to create binaries/ packages.
- Update build-related tools such as Firebase, Xcode, and Fastlane. Collaborate cross-functionally as needed to resolve technical issues.
- Maintain and improve builds-related ADO Wiki documentation.
- Run monthly reports and maintain work-load tracking spreadsheet.
- Assist with implementation of changes to best practice techniques.
- May be assigned other tasks/ projects as needed from time to time.
- Use of Microsoft Co-Pilot AI to optimize workflows and processes to improve work efficiency.
Most importantly, we are looking for people who can live by our Values:
- Providing superior customer experiences
- Creating an awesome work environment
- Pursuing opportunities for diversification and growth
- Communicating openly and honestly
- Giving back to the communities in which we live and work
