Technical Support Engineer (Level 2) - Features Rollout
Technical Support Team
The Challenge
Are you a self-driven and innovative thinker, a passionate technical problem solver that cares about the customer experience? We've got the perfect role for you!
In this role, you will focus on providing professional customer service, while problem solving and communicating complex technical issues to technical audiences via email and chat mediums.
Details
- Work to troubleshoot problems in real-time, interacting with developers (through chat and emails) to deliver maximum customer satisfaction;
- Identify, verify, and reproduce difficult issues to solve customer problems that may come from multiple sources and work through those issues to resolution with the appropriate team;
- You will extract learnings from customer incidents and transform them into technical documentation (How to’s, Tutorials, etc);
- Review requirements and technical documents to provide timely and meaningful feedback to our Client's development team for custom work;
- You will use your programming skills to help customers find the maximum value in our Client's platform;
- Identify, record, document and track bugs to resolution within Jira.
About You
Must have:
- 2+ years’ previous experience in a technical role (software development experience and/or technical support);
- Good knowledge of APIs and Web Services including REST;
- Reasonable scripting knowledge in Linux OS (Bash), including installation and troubleshooting;
- Willing to work two concurent night shifts: 7am-4pm/ 3pm-12pm Romanian time, with oncall between 11pm-7am and on weekends;
- Good verbal and written English communication skills, with a strong customer focus;
- Strong problem-solving and technical troubleshooting skills;
- Ability to professionally and diplomatically address customer concerns and provide concise feedback;
- Self-motivated and resourceful: the ideal candidate will be able and willing to work on their own initiative, but also as a team-player.
Nice to have:
- Knowledge on GIT, JIRA, Zendesk (or similar ticketing systems);
- Generic knowledge about Docker;
- Passionate about troubleshooting and root cause analysis;
- A Bachelor’s degree in Computer Science, Engineering or equivalent;
- Understanding of common software engineering practices (continuous integration & deployment).
What We Offer
- Working with new technologies and modern work environment;
- Continuous professional development through trainings;
- Career advancement opportunities;
- Incentives and other bonuses – financial and non-financial;
- Referral bonuses;
- Extra vacation days;
- Work from home;
- Private health insurance for you and your familly;
- Meal tickets;
- Various discounts for gym classes & other recreational activities;
- Free office parking;
- Excellent coffee, delicious snacks and drinks at the office;
- Social and team-building activities;
- IntelligentBee way of working and way of life!