Software Support Engineer Sencha, Inc - Redwood City, CA

POSITION OVERVIEW:

Member of the technical staff within Sencha’sglobal customer support organization, which specializes in providing technicaladvice and troubleshooting services to our customers using our JavaScript basedproducts including Ext JS, Sencha Touch, and Architect.

ESSENTIAL DUTIES / RESPONSIBILITIES:

• Provide in depth technical support to Senchacustomers, including product usage advice, troubleshooting services and codereviews in order to resolve complex technical questions.
• Develop workarounds and make improvements toproduct framework.
• Communicate with customers via telephone,email, technical forums and issue tracking system in a professional, pleasant,and timely manner.
• Ensure continuous monitoring and progress ofcustomer issues until they are resolved, using sound judgment to escalateissues, as needed.
• Contribute to the creation and maintenance ofknowledge content for customers as part of Sencha’s problem prevention program.
• Work in a team environment to providesolutions to customers and superior customer satisfaction.
• Identify and document all customer issues,feedback and enhancement requests in Sencha’s ticket tracking system and bugtracking system.
• Provide product feedback to drive productimprovements by working closely with Product Management and Engineering.
• Assist customers with account related issues.

Desired Skills & Experience

ESSENTIAL EDUCATION / EXPERIENCE:

• A bachelor's degree or equivalent workexperience is required with a major in CS or another technical engineeringdiscipline preferred.
• Minimum 3- 5year prior work experience in asoftware product support engineer role in a team environment dealing directlywith customers.
• Experience using Sencha products includingExt JS, Sencha Touch and Designer/Architect is a Plus.
• Hands-on experience developing andtroubleshooting the client side of Rich Internet Applications.
• Track record of excellent English written andverbal communication skills in customer-facing contexts.

ESSENTIAL SKILLS AND COMPETENCIES:

• Creative problem solver who can createstructure from ambiguity under tight deadlines.
• Able to interact effectively with Engineersand Software Developers.
• Excellent customer service skills.
• Javascript, experience working withframeworks, front end/client side.
• Product support experience in mobileapplications is a plus.

Sencha offers a full benefit packageincluding 1 month worth of PTO/Holidays.

Sencha is an equal opportunity employer and doesnot unlawfully discriminate on the basis of race, color, religion, sex, sexualorientation, gender, gender identity, gender expression, national originancestry, age, medical condition, disability, veteran status, marital status,or other prohibited factors under applicable federal, state, and local laws.

LIMITATIONS AND DISCLAIMER

All job requirements are subject to possiblemodification to reasonably accommodate individuals with disabilities.  Some requirements may exclude individuals whopose a direct threat or significant risk to the health and safety of themselvesor other employees.

This job description in no way states orimplies that these are the only duties to be performed by the employeeoccupying this position.  Employees willbe required to follow any other job-related instructions and to perform otherjob-related duties requested by their supervisor in compliance with Federal andState Laws.

Requirements are representative of minimumlevels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess theabilities or aptitudes to perform each duty proficiently.  Continued employment remains on an "at-will" basis.

Company Description

Sencha makes web standards-based products that empower developers to create amazing cross-browser application experiences with precision and performance. We offer HTML5-based frameworks tailored for desktop and mobile experiences and design tools that make application UI and CSS3 animation development easy. We’ve also innovated the industry’s first cloud services for mobile application developers, supporting your web application at anytime, anywhere. More than two million developers worldwide—representing more than 150,000 companies—use the Sencha family of products to build amazing applications every day. To learn more, visit Sencha on the web at www.sencha.com, read the Sencha blog, and follow us on @sencha.