Role Mission
The Technical Support
Engineer is part of the Customer Experience Team which helps our clients
in case they have any doubt in the use of our software. The person will
also escalate issues, when they are unable to solve them, and will be
tasked with the collection of feedback on potential new features.
What will you do
- Troubleshoot customer issues with complex software applications and recommend corrective action.
- Responds to customer product inquiries via telephone, email, or chat sessions to accomplish the SLA.
- Documents customer information on recurring technical issues to support product quality programs and product development.
- Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
- Be able to isolate problems between hardware and software and provide information to appropriate to the appropriate parties.
- Must be able to work in a fast paced technical environment and
support a product with frequent product releases and regular
maintenance updates.
- Knowledge and experience in the following areas: business
intelligence and/or data operations experience, scripting (Java, Python,
..), etc.
What we need from you
- GED or high school diploma required. Bachelor's degree preferred.
- Strong IT troubleshooting and analytical skills.
- Highly developed and process-oriented skills.
- Experience with the following systems is a must: UNIX
(Linux-Ubuntu). UNIX Regex and Windows and SQL knowledge (Command and
log management background). Mac OS preferred.
- 2+ experience in software technical support, systems admin or similar role.
- Excellent interpersonal skills, as well as deep technical
product knowledge and expertise to respond to multiple customer issues
to successful resolution.
- Team player.
- Proficient level of English (must be able to communicate with clients constantly).
- Shift based availability.
We enjoy looking at code samples. Please include links to your live projects, github code, etc.
What we offer
- Work with a BigData solution, which is not based on existing tools or frameworks, developed entirely in the company
- We provides job security, appropriate working conditions, a
competitive salary in recognition of work, efficient organizational
structure as well as a training and motivational system for employees
- Ongoing opportunities to improve technology skills
- Our old employees look after new recruits to help them fit in, which makes work much more effective.
- Flexible work hours in a focused but casual environment and an international team.
