Our technical product support team is looking for a Technical Support Engineer. As an engineer who is looking for a new challenge and has a passion for problem solving, you will deliver exceptional technical solutions to our customers from first call to resolution. The person should be with an open mind, a lot of self discipline and desire to learn new things and develop himself to be a better version of himself. This is an exciting opportunity for the successful candidate to join a funded startup in its founding years and experience and shape the growth of a product first hand. If you have an analytical, troubleshooting mindset and enjoy engaging with clients, we’d love to hear from you.
Requirements:
● 2+ years of experience in technical support (Tier 2 / L2).
● Proficiency in PostgreSQL - Must
● Basic knowledge of Python for automation purposes.
● Comfortable using application logs (e.g. Kibana) to investigate issues.
● Solid understanding of REST API.
● English B2 level (both writing, reading, and verbal skills).
● Excellent troubleshooting and problem-solving skills.
● Independent in finding a hotfix solution.
● High motivation for innovation and ability to explore and drive new ideas and technologies, think and learn independently.
● Excellent client communication skills and proactivity
Would be a plus:
● Good knowledge of Linux. Experience in configuring and maintaining the operating system Experience with report services (e.g. JasperSoft)
● Experience communication via Slack and Zendask
Responsibilities:
1. Resolve software issues by running pre-existing runbooks and demonstrating the ability to isolate the root cause.
2. Manage and report critical incidents to the engineering team and determine the course of action
3. Problem analysis, resulting in workaround suggestions or critical hotfixes escalations
4. Develop data visualizations and full-fledged reports per client request
5. Acquire and document in-depth technical knowledge of products and services
6. Take an extremely active interest in the business logic of the product and study it fast
7. Maintain internal and external knowledge base on products and troubleshooting procedures.Soft skills:
● A good memory of how software and operating systems work.
● Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.
● Problem-solving skills.
● A strong customer focus.
● The ability to prioritize your workload.
● Attention to detail.
● Ability to work independently and as a part of a team.
● Proactive mindset and ability to research.