Technical Support L2

IDERA is seeking a talented contractor who will provide Technical Support for our Froala WYSIWYG Editor. Idera is a leading provider of Development and Operational management solutions. Idera provides a wide variety of solutions such as testing, quality and security and DevOps tools. Key Responsibilities - Provide technical support for Froala Editor. This includes communicating directly with customers via e-mail and live meetings to identify, reproduce, and resolve reported issues. - Evaluate, troubleshoot and follow-up on customer issues while tracking details using our Zendesk and Jira systems. - Identify, replicate, and document customer reported product defects and enhancement requests. - Develop and test workarounds when and if applicable. - Installation/de-installation of required software; provide specifications for the configuration of systems, applications, and databases when necessary. - Keep up-to-date on technical aspects of Froala’s products. - Participate in Product Management / Development meeting with the ability to articulate customer cases. - Publish online documentation such as FAQ's and technical notes on an as needed basis. Requirements - Medium to High JavaScript knowledge. - Previous experience with front-end frameworks like Angular, React, Vue, Django, .Net, Node.js, PHP, Ruby and Experience with JS tools such as Webpack and NPM. - Experience with web apps and online demo sites like JSFiddle, Codesanbox, etc. - Excellent communication, English fluency and exceptional customer service skills are a must - Experience with Windows, Linux and Apple operating systems - Previous experience in a technical or support environment with excellent troubleshooting and debugging skills. - General knowledge of software design and implementation. - Mobile software development experience is a plus.