Technical Support Engineer - Remote

Overview

The primary mission of a Technical Support Engineer / L3 Support Engineer is to serve as the highest level of technical escalation within the support team, focusing on resolving complex technical issues and ensuring minimal downtime while maintaining high customer satisfaction.

In Short

• Serve as the highest level of technical escalation within the support team.
• Resolve complex technical issues that cannot be addressed by frontline support.
• Collaborate with development teams, product management, and other stakeholders.
• Provide technical support through channels like Zendesk and JIRA.
• Configure servers and networks in the Cloud.
• Update database records to keep client records up-to-date.
• Update knowledge base to improve self-servicing.
• Work in a fast-paced environment with a focus on customer satisfaction.
• Embody attributes like ownership, humility, and structured thinking.
• Thrive in a cross-functional team environment.

Requirements

• Minimum of 5 years experience as a Technical Support Engineer.
• Strong problem-solving skills and analytical mindset.
• Experience with Zendesk and JIRA.
• Ability to configure servers and networks in the Cloud.
• Proven track record of collaboration and effective communication.
• Ability to handle tough conversations positively.
• Data-driven decision-making skills.
• Experience in a customer-focused environment.
• Willingness to learn and adapt in a fast-paced setting.
• Strong attention to detail and structured thinking.

Benefits

• Work from home 5 days a week.
• Flexible working hours to cater to personal needs.
• Generous paid time off and holiday schedules.
• Employee share ownership plan eligibility.
• Opportunities for personal growth and training.
• Work in a diverse and inclusive environment.
• Be part of a company committed to sustainability and social responsibility.
• Fast-paced work environment with autonomy and responsibility.
• Collaborate with a friendly and supportive team.
• Contribute to innovative solutions in a tech-enabled company.