seeking a Technical Support Engineer to join our global support team, providing 24/7 support to our customers. In this role, you will diagnose, troubleshoot, and resolve technical issues efficiently, ensuring high customer satisfaction. You will work with various software stacks, architectures, and cloud environments while following escalation procedures for unresolved issues.
Responsibilities
Take ownership of reported customer issues and drive them to resolution.
Research, diagnose, and troubleshoot system issues, providing effective solutions.
Follow escalation procedures to route unresolved problems to the appropriate teams.
Collaborate with technical counterparts to promote product adoption and expansion.
Advocate for customer needs internally, acting as their technical representative within .
Upgrade application for on-prem customers.
Contribute to the knowledge base by documenting common issues and solutions.
Prioritize and manage multiple open cases simultaneously, ensuring timely resolution.
Requirements: 3+ years of experience in technical support, technical customer success, or delivery engineering roles.
Hands-on experience with at least three of the following: AWS, Docker, Kubernetes, Helm.
Proficiency in at least one programming language: Java, Python, Javascript, or C#.
Code comprehension skills - ability to read and understand code.
Experience with logs and monitoring systems: Datadog, Logs.io etc.
Experience with support tools such as Salesforce, Jira, or similar platforms.
Strong problem-solving skills and ability to respond quickly to customer requests.
Excellent communication, customer-facing, and interpersonal skills.
Ability to adapt and learn new technologies in a fast-paced environment.
This position is open to all candidates.
