Support Engineer - Jira

April 25

Bitly

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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 telephone, email, or a remote session • Reproduce 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 learnings 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 that will help cultivate that expertise.

Requirements

• Have written and spoken English (advanced level) • Have strong experience in a technical role/ IT industry/ highly technical environment preferred • Are great at explaining complex issues in a simple manner • Have experience at creating, updating, and sharing knowledge through articles and training (http://confluence.atlassian.com/) • Have a problem-solving mindset and help to remove roadblocks • Set high standards for yourself and your team • Are a continuous learner and love to work with cutting-edge technologies • Are comfortable with providing customer support • Are comfortable with SQL • Have experience with network technologies • Have experience in troubleshooting Java applications • Have experience with REST APIs (methods, status codes etc) • Have experience in using native browser development tools (Google Chrome Development Tools, Firefox, etc)

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