We are looking for an experienced Tier 3 Technical Support Engineer to join our Technical Support Team and assist our customers with complex technical escalations.
Our global Technical Support Engineers are team players looking to make an impact and make sure our clients happy and excited about us, as much as we are!
Your day to day
Troubleshoot and perform in-depth investigations into customers’ escalated cases (including reproduction of issues and identifying potential workarounds).
Identify client production issues’ root cause (environmental, code, or configuration), take ownership, and follow them through resolution.
Compare data from different sources to conclude, use effective approaches for choosing a course of action or developing appropriate solutions.
Work hand in hand with the R&D teams, professional services, product managers, and other teams to ensure seamless onboarding, deployment, and on-going development of our clients.
Become a knowledge source for our lower support tiers – write knowledgebase articles to share knowledge.
Be creative, innovative, and resourceful to provide our clients with the best support and outstanding customer service experience.
Take part in root cause reviews and become an active participant in corrective and preventive measures.
What do you need to succeed?
At least 3 years in Software development or technical support role.
Ability to understand a product's life cycle and software architecture - what the product does, who its users are, and their needs.
Excellent communication and problem-solving skills.
Fluent English - excellent writing and speaking skills.
Knowledge in Scripting languages.
Solid experience and knowledge with Cloud & SaaS environment.
Experience with MongoDB or other non-relational databases – an advantage.