Technical Support Engineer - Remote

What We Do...

PSPDFKit is on a mission to help developers deliver excellent software by building exceptional products and providing great support. We enable businesses to work smarter and faster, saving time and expenses along the way, and freeing developers to focus on building great products.

PSPDFKit is, at its core, a company that creates solutions by and for developers. To do this, we hire people who are curious, creative, communicative, and collaborative. We’re a highly cross-functional organization, and we’re committed to tackling challenging problems — like designing powerful functionality available with easy-to-use APIs — so that our customers don’t have to.

What you will do...

Take ownership of customer issues and see problems through to resolution according to our support guidelines.

Provide 1st Line support of DocuVieware HTML5 Viewer and related cloud REST APIs.

Provide back-up 1st Line support for GdPicture.NET SDK.

Research, diagnose, and resolve customer issues. 

Ask customers targeted questions to quickly understand their needs and determine how to solve their problems or provide them with a solution.

Provide prompt and accurate feedback to customers, often communicating with other teams, to provide the best experience.

Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

Identify customers with extended support requirements. 

Communicate and collaborate with Sales and PMs about feature requests and help track them.

Improve our internal support guidelines. 

Check, clean and post replies in related forums and social media networks. 

Add, refine, and improve support snippets, and identify areas where we need to improve our workflow.

About You...

Located somewhere that is around PST (UTC 5) and AEST (UTC 10) time zones or availability to work around these times

Experience in the Microsoft Stack/Windows/ASP.NET environment

Experience in PDF software frameworks and/or Document Management kits

Experience in a software development company

Be a self-motivated problem solver and able to thrive in a dynamic and customer-focused environment

Proven interpersonal skills while contributing to team effort by accomplishing related results as needed

Eager to learn the basics of a large variety of new technologies used in our products

Excellent written communication style

Well rounded approach to problem solving

Work independently and have a high sense of responsibility

Understand the value of changes in the large context of the business and product's customer

Excellent communication and written skills in English. Additional languages is a plus. Use inclusive language for both, internal and external customer communication.

About Us...

PSPDFKit is the leading document processing and manipulation platform for developers and enterprise businesses. Our customers use our offering for creating, editing, signing, and collaborating on documents in their applications across mobile, Web, and all major platforms. Nearly a billion end-users in over 150 different countries rely on PSPDFKit every day including industry leaders like Dropbox, DocuSign, SAP, IBM, Volkswagen, Fabasoft, Wolters Kluwer Deutschland, and the European Patent Office.

In 2021, PSPDFKit announced its first strategic growth investment led by Insight Partners, a New York-based global venture capital and private equity firm focused on growth-stage software and technology companies. Insight’s investment, which totals more than $115 million, is being used to accelerate product growth, sales & marketing efforts, and fund strategic acquisitions, further expanding the capabilities of PSPDFKit’s highly adopted document processing platform.

We Value...

Continuous Improvement — We are continually growing and adapting, both as a company and as individuals; we believe the best is yet to come. We aim to learn from our mistakes, streamline our work, and remain accountable to each other.

Feedback — We value honest feedback, open collaboration, and relying on one another to continuously improve. We’re committed to listening to new ideas, being open to failure, and allowing ourselves to change our minds.

Transparency — We default to transparency in communication. We believe the ego doesn’t belong in the workplace, and that being open and honest in our communication builds and solidifies trust. We don’t shy away from the hard questions, and we welcome the opportunity to be candid.

People — We believe it’s always about people: our people and our customers. We care about each other, we trust one another, and we’re excellent to each other. We’re committed to going out of our way to help our colleagues become the best version of themselves — personally and professionally.

Creativity — We understand the world is constantly changing, so we’re on a mission to explore, experiment, and readily embrace the latest technologies. We support each other in our curiosity and creativity, because we know it unlocks empathy and enables new ways of thinking.

Character. — We care about quality and we aim to get things done the right way. We believe it’s our responsibility to make the world a better place, and our commitment to helping the environment means reducing waste and coming up with creative solutions for replacing paper processes.

PSPDFKit is an equal opportunity employer with people from many different cultures and countries. We celebrate diversity and are committed to building a team that represents a variety of backgrounds, skill sets, perspectives, as well as providing our employees with a work environment free of harassment.

We do not discriminate on the basis of race, color, religion, age, marital status, national origin, ancestry, physical or mental disability, medical​​​ condition, sexual orientation, gender identity or ​expression, or any other non-merit factor. We’d especially love to receive applications from individuals who are underrepresented in the tech industry.