Support Specialist - Remote

Posted 2 weeks ago

Customer Service

Full Time

Worldwide

Unix-like Operating Systems

Overview

As a Support Specialist at Genestack, you will be an integral part of the Product team, focusing on customer support and ensuring transparency across related processes while developing deep knowledge of the product.

In Short

Serve as the point of truth for all customer support activities.
Develop hands-on knowledge of the product.
Ensure SLAs are implemented as per contractual terms.
Handle Tier 1 Support and respond to customer requests.
Collaborate with Engineering on Tier 2 and Tier 3 support.
Work with the Product team on Tier 4 support.
Join customer meetings as needed.
Contribute to product documentation.

Requirements

Ability to read and interpret logs.
Proficiency in monitoring tools like Grafana and Kibana.
Experience with Unix-like operating systems.
Proficient in Git and GitHub.
Understanding of REST APIs.
Experience with helpdesk platforms like Jira Helpdesk.
Ability to automate tasks.
Enthusiasm for AI technologies.
Experience with Python or similar languages.
Ability to write complex SQL queries.
Excellent English skills (C1 level).

Benefits

International team of professionals.
Comfortable office in Belgrade.
100% remote work opportunity.
Medical insurance and fully paid sick leaves.
Onboarding and training for newcomers.
Flexible work schedule.

Genestack

Genestack is a forward-thinking company dedicated to addressing the computational and scientific challenges in bioinformatics. By providing innovative software tools, Genestack aims to enhance the research process, advancing precision medicine, drug development, and bioinformatics research. The company fosters a positive workplace culture and is committed to compliance with local labor regulations, ensuring a supportive environment for its employees.

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