Sr. Customer Support Engineer

Job Category :

Posted 4 months ago

Job title : Sr. Customer Support Engineer
Work Location: Remote (Applicable only for Poland candidates)
Experience: 3 – 5 years
Qualification: Bachelor’s Degree or equivalent work experience.

Roles and Responsibilities:

  • Manage all communication with customers and partners required to resolve support tickets.
  • Assess if support tickets are feature requests or product bugs and replicating bugs.
  • Resolve support tickets within the limits of contractual service level agreements (SLA).
  • Train and mentor junior support engineers.
  • Coordinate and track the escalation of tickets and maintain a record of all communication and actions in ZenDesk.
  • Contribute frequently answered questions to the knowledge base and participate in replying to community questions and discussions.

Required Skills:

  • Eager to learn and utilize new technologies and tools.
  • Team players, who are at ease to synchronize with a lot of people and always think as a team.
  • Skilled in big data technologies such as Kubernetes, Spark, and Hadoop.
  • Investigators who like to solve problems and investigate technical issues.
  • Communicators, who are at ease to sum up, document, or explain complex situations.
  • You have 3-5 years in a customer-facing role, ideally in a SaaS environment.
  • Must have hands-on experience with Linux as well as experience with relational and non-relational database/data sources (MySQL, PostgreSQL).
  • Experience troubleshooting web-based applications.
  • Experience with Java and REST API.
  • Excellent knowledge of certificates – SSL, SSO, and LDAP.
  • Bachelor’s Degree in Computer Science or related field or equivalent experience.

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