We're seeking a Senior Technical Support Engineer.
Responsibilities:
Provide technical support to customers
Diagnose and troubleshoot technical problems
Analyze customer inquiries and system logs to identify RCA
Provide guidance to customers
Document technical solutions
Manage ticketing volume and statuses
Monitor production environment
Act as liaison between customers and development teams
Deploy company applications and solution on SaaS and on-premises environments
Collaborate with development teams to define deployment strategies, timelines, and rollback plans
Configure and manage the infrastructure needed for deployments
Implement and maintain automation tools and scripts to streamline the deployment process
Responsibilities:
Provide technical support to customers
Diagnose and troubleshoot technical problems
Analyze customer inquiries and system logs to identify RCA
Provide guidance to customers
Document technical solutions
Manage ticketing volume and statuses
Monitor production environment
Act as liaison between customers and development teams
Deploy company applications and solution on SaaS and on-premises environments
Collaborate with development teams to define deployment strategies, timelines, and rollback plans
Configure and manage the infrastructure needed for deployments
Implement and maintain automation tools and scripts to streamline the deployment process
Requirements:
Technical Skills:
Deep technical expertise: Proven ability to troubleshoot and resolve complex technical issues.
System administration: Advanced knowledge of Linux based operating systems, networking, database management systems, virtualization, containerization technologies, kubernetes, docker swarm
Automation and CI/CD: experience with CI/CD tools like Jenkins, Gitlab, Github, Bitbucket and automation tools like Ansible, Terraform
Scripting: Proficiency in Python, Bash
Cloud platforms: Experience with AWS, Azure, GCP is preferred.
Security: Understanding of security best practices and ability to address security-related issues.
Experience:
Proven track record: Minimum of 8 years of experience in technical support roles.
Escalation management: Experience handling escalated issues and coordinating with other teams.
Process improvement: Ability to identify process inefficiencies and implement improvements.
Documentation: Strong documentation skills to create clear and concise knowledge base articles.
Additional Requirements:
On-call availability: Ability to work flexible hours
Tool proficiency: experience working with Ticketing applications as JIRA, ServiceDesk, Zendesk, Freshdesk, Salesforce. Experience working with monitoring tools like Grafana, Prometheus, Zabbix etc
Language proficiency: English.
Bachelor's degree in computer science, information technology, or a related field or equivalent work experience
Technical Skills:
Deep technical expertise: Proven ability to troubleshoot and resolve complex technical issues.
System administration: Advanced knowledge of Linux based operating systems, networking, database management systems, virtualization, containerization technologies, kubernetes, docker swarm
Automation and CI/CD: experience with CI/CD tools like Jenkins, Gitlab, Github, Bitbucket and automation tools like Ansible, Terraform
Scripting: Proficiency in Python, Bash
Cloud platforms: Experience with AWS, Azure, GCP is preferred.
Security: Understanding of security best practices and ability to address security-related issues.
Experience:
Proven track record: Minimum of 8 years of experience in technical support roles.
Escalation management: Experience handling escalated issues and coordinating with other teams.
Process improvement: Ability to identify process inefficiencies and implement improvements.
Documentation: Strong documentation skills to create clear and concise knowledge base articles.
Additional Requirements:
On-call availability: Ability to work flexible hours
Tool proficiency: experience working with Ticketing applications as JIRA, ServiceDesk, Zendesk, Freshdesk, Salesforce. Experience working with monitoring tools like Grafana, Prometheus, Zabbix etc
Language proficiency: English.
Bachelor's degree in computer science, information technology, or a related field or equivalent work experience
This position is open to all candidates.
