What youll do:
Respond to customer technical support requests via phone, email, and ticketing system (Zendesk) in a timely and professional manner.
Proactively diagnose and resolve complex technical issues related to software, and application problems.
Taking disparate and undefined customer issues and breaking them down in order to escalate and communicate issues clearly in a technically clear manner to R&D when necessary you can clearly match issues to the appropriate system components, collect logs, run tests and replicate issues.
Document with extreme clarity all customer interactions and solutions in a ticketing system for tracking and following-up creating and updating help document processes, how-tos etc.
Work closely within workgroups and ad-hoc with other teams such as Product, R&D, and Operations to ensure customer issues are resolved promptly and effectively.
Participate in on-call/shift rotation and provide ad-hoc after-hours support for projects as needed.
3+ years of experience as a technical support engineer MUST.
Solid knowledge of Windows and/or Linux operating systems.
Basic experience with Cloud stack such as: Kubernetes, Elasticsearch, AWS, and MySQL (other vendors or similar tech with clear demonstrated exp is accepted, mindset over specific tech stack is more important for us.)
Understanding complex system (ETL) and data flows.
Experience handling support tickets for complex SaaS applications.
Superb written and verbal communication skills in English, with the ability to explain complex technical concepts both in writing and on call.
Ability to multitask and prioritize effectively in a fast-paced environment working hand in hand with the Head of Support to help guide the team.
Ability to work independently, proactively and as part of a team.
Familiarity with ticketing systems (Zendesk, Jira etc.) Advantage.
