Staff Technical Support Engineer

We are looking for an accomplished and experienced Senior Technical Support Engineer to join our Support team.

As a Senior Technical Support Engineer, you will help provide excellent support to our enterprise-level customers, using your expertise in both cloud and on-prem systems/technologies and troubleshooting skills

You will report to the Regional Support Manager

If you are an experienced Senior Technical Support Engineer with a passion for cloud technologies, excel in a customer-centric environment, and enjoy solving complex problems, we encourage you to apply. Join our team and be part of our mission to provide top-notch support to our valued customers in the ever-evolving cloud industry

You Experience:

-Be the senior technical focal point of customer issues raised by the 2nd level.

-Own and work on assigned cases and take ownership to resolve issues raised within SLAs.

-Analyze code to identify possible issues and root causes, and work with the engineering team to drive it to closure.

-Debug, troubleshoot, and optimize existing systems to improve performance and reliability.

-Interact with our customers while being the support liaison between the customer, Product Management, R&D, and various Business units to solve the issues at hand.

-Act as the Subject Matter Expert for our products, working closely with the product developers and building knowledge of support and troubleshooting tools and methods.

-Act as the escalation point for critical incidents, providing advanced troubleshooting and root cause analysis.

-Analyze recurring issues and put processes and requirements for tools to better support our customers.

-Mentor and educate 2nd-tier personnel in order to reduce the number of technical escalations.

-This position might require you to cover a part of APAC/EMEA and the NA regions.

-Collaborate with cross-functional teams, including development, QA, and DevOps, to address systemic issues and implement long-term solutions.

-Maintain and improve knowledge base articles and documentation for recurring issues and solutions.

-Drive automation initiatives for repetitive tasks to optimize support processes.

Your Skills

-5+ years of related experience.

-Experience with analyzing, troubleshooting, and providing solutions for deep and complex technical issues

-Knowledge of web technologies and protocols.

-Proficiency with Structured Query Language (SQL).

-Ability to troubleshoot different backend systems that support our product end-to-end.

-Excellent oral and written communication skills (fluent in English).

-Experience with communicating with enterprise customers via calls and emails, including managing a technical bridge in critical and pressing situations.

-Experience working with cross-functional teams and motivating others for cooperation and action.

-Ability to act as on-call for high-severity issues.

-Comfortable in an ambiguous, ever-changing environment

-Self-learner with the ability and desire to constantly acquire new knowledge and learn new technologies

-Self-management skills and the ability to come up with new initiatives.

-Basic understanding of object-oriented languages and server-side scripting.

-Experience with relevant technologies that could include the following:

-SaaS\Cloud Infrastructure.

-Network and Web protocols.

-Web and App Servers.

-Big data, analytics, and event processing technologies.

• Security and authorization principles.

-Bachelor’s degree in Information Science / Information Technology / Computer Science / Engineering / Mathematics - an advantage