We are looking for a Technical Support Engineer to join our TechOps team. This is a pretty broad role that will involve investigating and resolving technical questions related to the functioning of our ecosystem. It will include close cooperation with our Customer Support, internal Dev/Infra teams, as well as other parties. This is a full-time position that can be remote. We are open to candidates from all locations with the ability to work on CET time-zone.
- Provide technical support and handling urgent escalation from external or internal customers or users in production environment. Strong collaboration, communication and interaction with all stakeholders including customers, product manager, developer and management team.
- Analyse service ticket data, identify incident root cause, draft Root Cause Analysis (RCA) report and follow possible maintenance for system-level improvement.
- Work closely with product and developer team, participate and follow up in iteration, release and roadmap planning timely.
- Very flexible with capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization.
- High responsibility in continuous improvement in service quality and efficiency.
- Ability to provide coaching, training, identification, optimization and documentation of the customer or business support processes.
- 3+ years of experience in similar roles - e.g. Technical Support Engineer, SL3 Engineer, Application Owner, etc.
- Must have strong capabilities to identify, analyze and resolve problems logically and systematically
- 3+ years Unix/Linux with shell scripting, etc
- 2+ years databases experience (MySQL,Postgres)
- Experience with software application debugging and troubleshooting
- Familiar with technical support process and escalation management
- Passionate with technical support to solve complicated customer issues
- Background in Software Development is a plus
- Critical Communication Skill: must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management