Senior Support Engineer - On Prem

April 18

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The world’s #1 Connections Platform; an all-in-one link management solution: Short Links, QR Codes and Link-in-bio!

internet • URLs • data • links • social publishing

201 - 500

Description

• Resolve customer's issues via the telephone, email, or a remote session • Reproducing issues in-house and responding back in a timely manner • Regular follow-ups with customers with recommendations, updates, and action plans • Escalate issues in a timely manner according to Standard Operating Procedures • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums, and other internal tools, to provide the most effective solutions to customer issues • Create new knowledge base articles to capture new learning for reuse throughout the organization • Participate in technical communications within the Technical Support team to share best practices and learn about new technologies Focus on an area of technical specialization and attend technical trainings • Read and work with other Technical Support Engineers on cases which will help cultivate that expertise • Works collaboratively with diverse global teams and drives inclusive work environments • Ease of working on a ticket queue and different tickets simultaneously • Understanding customer needs and urgency in verbal and written form.

Requirements

• Written and spoken English (advanced level) • Comfortable with SQL • Comfortable with providing customer support • Experience in troubleshooting web applications • Understanding about network technologies • Familiarity with REST API's

Benefits

• Health, dental, and life insurance • Health insurance for your pet (national coverage) • Periodic wellness sessions • Gympass • Food and/or meal allowance • Multiple benefits card • 15 days vacation every 6 months (30 days per year) • Possibility of working from abroad (90 days per year) • Short-term incentive plan (PLR) • Private pension plan • Possibility of choosing between 5 working models • Personalized Onboarding Kit (including monitor, headset, keyboard & other gifts) • Monthly allowance for remote work (according to your work model) • Flexible working hours • Parking assistance at the SP and POA offices • Financial support for studies and childcare