Technical Support Engineer

The Role: Technical Support Engineer

Apryse is seeking a skilled and highly motivated Technical Support Engineer with developer experience to join our dynamic team. We are actively changing the way people work with documents by being the graphics engine of choice for thousands of companies world-wide, within virtually all industry verticals. If you are working with documents, there is a chance that Apryse is already working for you.

As a Technical Support Engineer, you will play a crucial role in assisting developers and customers with troubleshooting, issue resolution, and implementation of our document processing products. Your expertise and knowledge will be key to ensuring customer satisfaction and success. In this role, you will be responsible for providing exceptional technical support to our clients and customers, utilizing our software development kits (SDK) with an emphasis on Java-based technologies.

This is a terrific opportunity to learn all aspects of Apryse’s technology, be a key player in shaping our future product roadmap, while expanding your knowledge and developing your skills spanning the areas of customer service, technical support, and multi-language/platform development, leading to a variety of different positions at Apryse. For entry-level applicants, we are willing to train the right candidate.

Responsibilities

• Provide high-quality technical support to clients and customers regarding our SDK products, specifically related to Java and C#.
• Collaborate closely with the development team to understand the product architecture, features, and functionalities to effectively address customer inquiries and issues.
• Assist developers and customers in troubleshooting and resolving complex technical problems related to the SDK integration and usage.
• Guide and educate clients in best practices for integrating and utilizing the SDK, ensuring efficient and effective implementation.
• Investigate and analyze reported issues, documenting steps to reproduce, and working towards timely resolutions of defects.
• Document and maintain a comprehensive knowledge base of common issues, frequently asked questions (FAQs), release notes and internal training purposes.
• Collaborate with cross-functional teams to escalate and prioritize critical issues, ensuring prompt and satisfactory resolutions.
• Continuously stay updated with industry trends, emerging technologies, and best practices related to Java ecosystems, and SDK development, enhancing personal expertise and contributing to team growth.
• Actively participate in product improvement initiatives by providing feedback, suggestions, and insights based on customer interactions and experiences.
• Contribute to the development of support tools, scripts, and resources to streamline support processes and enhance efficiency.

Requirements

• Bachelor's degree in Computer Science, Software Engineering, or a related technical field (or equivalent work experience).
• Proven experience in technical support or a similar customer-facing role, ideally supporting SDK products or developer-oriented tools.
• Strong proficiency in Java and C# with a willingness to learn new skills such as PDF specifications.
• Familiarity with other programming languages such as Javascript, enterprise development tools, and cloud computing platforms such as AWS, Azure, and Kubernetes.
• Knowledge of RESTful APIs and web services, DevOps practices, and containerization technologies.
• Effective communication skills, both verbal and written, can convey technical concepts clearly and effectively to technical and non-technical audiences.
• Customer-focused mindset with a passion for delivering exceptional service and ensuring customer success.
• Ability to work independently, manage multiple tasks, and thrive in a fast-paced environment.
• Detail-oriented with excellent organizational skills to effectively prioritize and manage support cases.
• Flexibility to work occasional evenings or weekends to address critical customer needs.
• As a plus: experience with iText SDK, including the creation and manipulation of PDF documents.

Benefits

• Competitive salary commensurate with experience & qualifications.
• A great team environment and resources, supporting you to do the best work of your life and providing unlimited career growth potential.
• Highly autonomous environment.
• Virtual bi-weekly lunches and monthly socials.
• Excellent work-life balance.
• Diverse and inclusive workplace where we all learn from each other.

Company Description

As the industry-leading provider of document software development (SDK) technology powering everything from traditional desktop software to innovative web and mobile applications, at Apryse we are committed to delivering cutting-edge technology solutions that empower our clients to achieve their goals. With a broad international portfolio of combined companies, products, and leading technologies, we are actively changing the way the world works with documents to make work better and life simpler.

Customers like IBM, Autodesk, DocuSign, Boeing, Microsoft (and many more!) come to us to realize their web and mobile strategies for document management, editing, and collaboration as the #1-ranked commercial document SDK of choice for companies worldwide. As a result, you can find our document technology in thousands of solutions, including those of household names, used by millions across virtually every industry. Our XODO app alone has 25M unique installs -- and counting -- and the highest ratings among PDF productivity apps on the largest online app marketplaces.

Key skills/competency

• Technical Support
• SDK Products
• Java
• C#
• Troubleshooting
• Customer Satisfaction
• Documentation
• RESTful APIs
• Cloud Platforms
• DevOps