Company Overview:
Apryse, takes document solutions to the next level, making work better and life simpler. As a global leader in document processing technology, Apryse gives developers, enterprise customers, and small businesses the tools they need to reach their document goals faster and easier. Apryse’s market-leading SDK drives digital transformation and powers next-generation software applications with dynamic document viewing, annotation, processing, and conversion capabilities, as well as advanced features such as document understanding, data extraction, and redaction. Apryse technology supports all major platforms and dozens of unique file types, including support for PDF, MS Office, and CAD formats. It’s an easier and faster way to build document functionality, making your developers more productive and your users happier. Our product portfolio includes the Apryse developer suite with server, mobile, and web SDKs, iText’s PDF SDK, and low-code integrations. For small business solutions, Xodo and Xodo Sign have you covered. For more information, visit apryse.com, and for more information on Xodo Sign, visit eversign.com.
Job Description:
Apryse is seeking a skilled and highly motivated 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 Web Development 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) and web products with an emphasis on Javascript (React), HTML/CSS.
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 career progression into either development or solution engineer positions at Apryse. For entry-level applicants, we are willing to train the right candidate.
Responsibilities:
1. Provide high-quality technical support to clients and customers regarding our SDK products, specifically related to Javascript (React) and other web technologies.
2. Collaborate closely with the development team to understand the product architecture, features, and functionalities to effectively address customer inquiries and issues.
3. Assist developers and customers in troubleshooting and resolving complex technical problems related to the SDK integration and usage.
4. Guide and educate clients in best practices for integrating and utilizing the SDK, ensuring efficient and effective implementation.
5. Investigate and analyze reported issues, documenting steps to reproduce, and working towards timely resolutions.
6. Document and maintain a comprehensive knowledge base of common issues, frequently asked questions (FAQs), and solutions for future reference and internal training purposes.
7. Collaborate with cross-functional teams to escalate and prioritize critical issues, ensuring prompt and satisfactory resolutions.
8. Continuously stay updated with industry trends, emerging technologies, and best practices related to the Javascript ecosystem, and SDK development, enhancing personal expertise and contributing to team growth.
9. Actively participate in product improvement initiatives by providing feedback, suggestions, and insights based on customer interactions and experiences.
10. Contribute to the development of support tools, scripts, and resources to streamline support processes and enhance efficiency.
Qualifications:
11. Bachelor's degree in Computer Science, Software Engineering, or a related technical field (or equivalent work experience).
12. Proven experience in technical support or a similar customer-facing role, ideally supporting SDK products or developer-oriented tools.
13. Strong proficiency in JavaScript/HTML/CSS. Experience with modern front-end frameworks such as React, Angular, Vue are preferred. Solid understanding of web technologies such as client/server architecture, databases, and REST.
14. Familiarity with other programming languages such as Python, Java, or C# would be a plus.
15. Excellent problem-solving skills and the ability to think analytically to resolve complex technical issues.
16. Effective communication skills, both verbal and written, can convey technical concepts clearly and effectively to technical and non-technical audiences.
17. Customer-focused mindset with a passion for delivering exceptional service and ensuring customer success.
18. Ability to work independently, manage multiple tasks, and thrive in a fast-paced environment.
19. Detail-oriented with excellent organizational skills to effectively prioritize and manage support cases.
20. Flexibility to work occasional evenings or weekends to address critical customer needs.
Benefits:
21. Competitive salary commensurate with experience & qualifications.
22. A comprehensive benefits package.
23. A great team environment and resources, supporting you to do the best work of your life and providing unlimited career growth potential.
24. Highly autonomous and entrepreneurial environment.
25. Ongoing support for learning development so you can master your craft.
26. Work with the hardware you're most comfortable with (Windows or Mac)
27. Diverse and inclusive workplace where we all learn from each other.
28. Excellent work-life balance with a flexible remote work environment!
Ready to join our team?
If you are interested in helping Apryse deliver on its commitments and taking your career to the next level, we invite you to apply online now.
Please note that due to the high volume of applications received, only short-listed candidates will be contacted.
We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.
Thank you for your interest in Apryse!