The Technical Support Engineer attempts to reproduce problems in the Dev environment and tries to find the root cause using product code, design, and/or specifications. Once the root cause is identified, the necessary fixes to the issues are documented and communicated to a Knowledge Manager and all relevant stakeholders, as a future reference.

Responsibilities:

• Providing support to customers via multiple channels; ensuring that problems are resolved, and customer expectations are met
• Handling training/ onboarding for new engineers
• Participating in the new hire process for each newly hired engineer
• Providing input to application/infrastructure scalability (to Devs/DevOps).
• Engaging internal teams and external 3rd party vendors to troubleshoot and resolve complex problems
• Monitoring application performance using specific monitoring tools & developing new ones
• Working with R&D and DevOps to create RCA’s (Root Cause Analysis) and SOP’s (Standard Operating Procedures) and documenting them accordingly
• Recording findings/missing information as it pertains to the application and working with the Knowledge Manager to create knowledge base articles; while also updating existing articles (with knowledge manager assistance)
• Developing scripts to automate repetitive tasks and help gathers information more efficiently.
• Involvement in code/development for a better understanding of the infrastructure & to offer suggestions where applicable.
• Assisting in regression testing for impactful issues.
• Assisting in testing of new integrations/features.
• Raising Bugs after successful replication.
• Investigating malicious attempts & taking prompt action based on findings.

Requirements:

• Intermediate knowledge of Cloud providers administration (AWS/AZURE).
• Intermediate knowledge of the TCP/IP stack. Familiar with network services (DNS, DHCP, SMTP, SFTP, SSH, Telnet, etc.).
• Intermediate knowledge of CMD/PowerShell and sh.
• Intermediate knowledge of ACLs
• Intermediate knowledge of Active Directory services
• Intermediate knowledge of Office 365, VM’s
• English - Excellent written and verbal communication

Nice to have:

• Experience supporting users in a global environment and varying time zones.
• Creative thought with an out-of-the-box approach, willing to adapt and learn, technically oriented, and focused on results.
• Being comfortable to work under pressure and adhering to deadlines without sacrificing quality.
• Have the ability to communicate with teams via Slack and other collaboration tools.

Working Schedule:       

You will work in shifts (mainly 24/5, but if there is an immediate need, additional changes may occur).

Benefits:

Certifications
Training
Pizza day
Taxi vouchers
Bookster