Customer Support Engineer

Job Category :

Posted 4 months ago

Job title : Customer Support Engineer
Work Location: Remote (Applicable only for Poland candidates)
Experience: 2 – 4 years
Qualification: Bachelor’s Degree or equivalent work experience.

Roles and Responsibilities:

  • Manage all communication with customers and partners required to resolve support tickets.
  • Resolve support tickets within the limits of contractual Service Level Agreements (SLA).
  • Coordinate and tracking the escalation of tickets.
  • Maintain a record of all communication and actions in ZenDesk.
  • Contribute frequently answered questions to the knowledge base.
  • Participate in the on-call rotations when needed to ensure severe issues get addressed as soon as possible.

Required Skills:

  • Customer-focused and willing to put the customer at the centre of everything you do
  • Eager to learn and utilize new technologies and tools.
  • Team players, you’re at ease to synchronize with a lot of people and always think as a team.
  • Investigators, who like to solve problems and investigate technical issues.
  • Communicators, at ease, to sum up, document, or explain complex situations
  • 2-4 years in a customer-facing role, ideally in a SaaS environment.
  • Experience troubleshooting web-based applications.
  • Must have: Database knowledge, MySQL, and PostgreSQL – Experience with Java and REST API is a plus.
  • Working knowledge of SSL, SSO, and LDAP is a plus.
  • Knowledge of Data Quality software and systems is a plus.
  • Bachelor’s Degree in Computer Science or related field or equivalent experience.
  • A Bachelor’s degree or equivalent related working experience is required.
  • Readiness to work evening and weekend shifts.

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