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.
Description
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.
Requirements
- 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
Duties:
- 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
Benefits
- 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.
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