ESSENTIAL DUTIES / RESPONSIBILITIES:
Provide in depth technical support to Sencha customers, including product usage advice, troubleshooting services and code reviews in order to resolve complex technical questions.
Develop workarounds and make improvements to product framework.
Communicate with customers via telephone, email, technical forums and issue tracking system in a professional, pleasant, and timely manner.
Ensure continuous monitoring and progress of customer issues until they are resolved, using sound judgment to escalate issues, as needed.
Contribute to the creation and maintenance of knowledge content for customers as part of Sencha’s problem prevention program.
Work in a team environment to provide solutions to customers and superior customer satisfaction.
Identify and document all customer issues, feedback and enhancement requests in Sencha’s ticket tracking system and bug tracking system.
Provide product feedback to drive product improvements by working closely with Product Management and Engineering.
Assist customers with account related issues.
ESSENTIAL EDUCATION / EXPERIENCE:
A bachelor's degree or equivalent work experience is required with a major in CS or another technical engineering discipline preferred.
Minimum 1- 5year prior work experience in a software product support engineer role in a team environment dealing directly with customers.
Experience using Sencha products including Ext JS, Sencha Touch and Designer/Architect is a Plus.
Hands-on experience developing and troubleshooting the client side of Rich Internet Applications
Track record of excellent English written and verbal communication skills in customer-facing contexts
ESSENTIAL SKILLS AND COMPETENCIES:
Creative problem solver who can create structure from ambiguity under tight deadlines
Able to interact effectively with Engineers and Software Developers
Excellent customer service skills
Product support experience in mobile applications is a plus.
Sencha offers a full benefit package including generous PTO/Holidays.
Sencha is an equal opportunity employer and does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin ancestry, age, medical condition, disability, veteran status, marital status, or other prohibited factors under applicable federal, state, and local laws. Sencha will consider individuals with disabilities on an equal basis with individuals without disabilities and provide reasonable accommodations.
Please note that Sencha does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, Sencha will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, Sencha explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.
LIMITATIONS AND DISCLAIMER
All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.