Senior Technical Support Engineer

We are looking for a strong technical support engineer with good networking skills and practical coding experience who is ready to help our customers solve technical issues and integrate. You’ll work in the R&D department and cooperate closely with the Customer Success and Integration teams. You’ll help customers configure our system and develop solutions for challenging new or unknown issues, including code changes to a product.

• At least 5 years of relevant work experience in IT. Bachelor’s degree in Computer Science, Technology, Engineering or Math would be an advantage
• Experience with 1 or more programming language (Java, Python or similar)
• Upper-intermediate or higher English communication, written and spoken, including very clear and effective communication of technical content
• Basic SQL, Linux and GitHub skills are required
• Highly motivated to take on tasks, taking initiative to solve problems and help others, proactively communicate findings and ideas
• Enjoys talking to customers and team members alike, not hesitating to reach out and establish contact
• Thrive on building or finding successful solutions and contributing to our constantly changing and improving process and delivery
• Deep understanding of OSI model, HTTP protocol and solid software troubleshooting skills and the ability to understand our platform end-to-end
• Dedication to self-improvement

• Engage with our customers ranging from Fintech startups to Fortune 100 clients to understand and resolve their requests
• Triage customer issues, debug, resolve or find workarounds
• Create or update documentation based on findings from request investigations
• Communicate via email, chat or video conferencing with customers
• Prepare and provide customer training, including developing training material if it does not already exist
• Submit and comment on bug reports and feature requests based on customer interactions
• Engage with the development team to create new feature requests, escalate bugs, solve problems, or obtain missing information
• Understand and deliver on team metrics and KPIs including a high focus on customer satisfaction
• Meet or exceed SLA times consistently
• Reliably respond to on-call emergencies and participate in on-call support rotation as need

• A competitive salary and flexible compensation package.
• Flexible working format: remote, office-based, co-working space.
• Professional development tools (mentorship program, tech talks and training).
• Medical insurance.
• Free corporate English classes and speaking clubs with a native speaker.
• Various corporate events.