Socket Mobile Inc. (NASDAQ: SCKT), a leading provider of mobile data collection and manufacturer of Bluetooth barcode scanner and contactless reader/writer is looking to expand its IT development team with an individual who is passionate about new technologies and the mobile world.

Experience:

We're looking for a talented and dedicated Developer Support Engineer to assist our technical customers with using our Data Collection devices and SDK in a variety of Mobile and Web development frameworks. You would be part of our Customer Success team and would be focused on helping our customers streamline technical integration efforts. The ideal candidate would have a software development background and be comfortable in a customer-facing position.

Responsibilities:

  • Respond to customers' technical support requests and feature-related questions.
  • Debug customer issues and create reproducible test cases for engineers to resolve.
  • Handle code-related queries. Write code samples in multiple development frameworks.
  • Maintain ownership of support cases until resolution.
  • Monitor and answer on different support channels: a ticketing system, public forums, online chat, social networks and more.
  • Help enhance documentation to minimize repeating support issues.
  • Coordinate with the different teams: dev team, customer support, product management.
  • Help the dev team review new features and client libraries.
  • Become a subject matter expert in Socket Mobile’s technology.

About You:

  • Bachelor degree in Computer Science or equivalent (Brilliant students, last semester may apply as well).
  • Hands-On coding experience, preferably in web/mobile environment.
  • Experience in a customer-facing position, preferably tech-support.
  • Quick learner with a desire to learn new development languages and tools.
  • Excellent analytical and troubleshooting skills.
  • Outstanding verbal and written communication skills.
  • Support occasional high priority questions outside regular working hours.
  • Developer Support Engineer installs and configures computer applications related to Socket Mobile’s Data Collection devices.
  • Developer Support Engineer prioritizes and manages the workflow.
  • Developer Support Engineer diagnoses, troubleshoots, and resolves issues by questioning customers about the issues they are facing in a detailed fashion so that they understand the nub of the problems.    
  • Developer Support Engineer should possess the ability to learn and work on changing and emerging technologies.
  • Developer Support Engineer is the first point of contact for clients for issues concerning the Capture SDK and Data  Collection devices.
  • Developer Support Engineer keeps track of users’ system issues until they are resolved by adhering to the agreed timelines.
  • To resolve complex problems, engineers interact with clients through phone, emails or chats and provide unambiguously written instructions or technical manuals.
  • Developer Support Engineer follows standard procedures of their organizations to resolve issues by escalating them to the relevant internal departments.
  • Developer Support Engineer provides accurate feedback to customers promptly.
  • Developer Support Engineer ensures proper logging of all issues.
  • Developer Support Engineer prepares accurate reports promptly.  
  • Developer Support Engineer documents technical knowledge in the knowledge database.
  • Developer Support Engineer also trains people on how to use different types of systems.

Personal Skills

  • Strong problem-solving skills.
  • Excellent verbal, written and interpersonal communications skills.
  • Communicate in a professional and courteous manner at all times.
  • Ability to interface with staff at all levels within the organization.
  • Ability to effectively work cross-functionally in a fast-paced work environment.
  • Work with global teams across multiple time zones.
  • Highly organized and excellent problem-solving skills.
  • Ability to work independently and in a team environment.
  • Ability to project professionalism over the phone and in person.
  • Must be able to work with remote teams.
  • Willingness to take the initiative and to follow through on projects.
  • Willingness to learn new technologies.
  • Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines.

Supervisory Responsibility

No supervisory responsibility.

Travel 

10% travel required for this position. 

Location

London, England (UK).