Customer Service Engineer

We’re looking for a Customer Service Engineer with a passion for development to join our team. This role combines technical expertise with problem-solving skills to support our customers and ensure their success with Moov’s platform. If you’re a frontend engineer with a knack for understanding customer needs and solving technical challenges, this role is for you!

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Responsibilities:

• Provide responsive, empathetic, and clear technical support to Moov customers via our modern multi-channel support platform that pulls together email, Slack, web forms, & in-app help.
• Maintain aggressive time to first reply and time to resolution and CSAT objectives.
• Troubleshoot and resolve customer issues related to the Moov SDKs, APIs, and other tools.

• Debug and solve technical issues in frontend environments, particularly around JavaScript frameworks, libraries, and integrations with Moov’s solutions.
• Develop proof of concept implementations to assist in sales & implementations.
• Offer guidance to customers on implementing Moov’s SDKs, ensuring best practices in their integration.
• Collaborate with technical writers in building public FAQ and internal knowledge bases to front the support team.

• Collaborate with the Product teams to improve documentation based on recurring customer questions and issues.
• Collaborate with Engineering teams to troubleshoot, resolve, and prevent technical issues by providing detailed problem analysis, participating in root cause analyses, and advocating for customer-centric improvements.Pattern-match recurring issues to assist the product team in solving the right next problems for our customers.
• Stay updated on Moov’s new features and functionalities to support customers effectively.
• Contribute to internal tooling and resources that streamline technical support processes.

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Technical Skills:

• 2-3 years of experience as a frontend engineer or in a similar technical role.
• Proficiency in JavaScript, HTML, CSS, and modern frontend frameworks
• Familiarity with RESTful APIs and how to interact with them.
• Proficiency with tools like Postman for reproducing API issues without writing code.
• Basic understanding of Git and version control workflows.
• Experience writing SQL is a plus & will otherwise be taught. 

• Strong analytical and debugging skills.
• Excellent written and verbal communication skills to explain complex technical topics to different audiences.