*Responsibilities:**
- Advise valued customers and business partners on best practices and integrations with Neon products
- Document and share customer feedback and feature requests with Product and Engineering teams to aid in development priorities
- Resolve technical issues by filing, managing, and evaluating bugs and improvements with Product and Engineering teams
- Support business-to-business (B2B) and business-to-consumer (B2C) inquiries through technical consultations, email, and persistent chats
- Maintain a professional image and demonstrates a willingness to contribute at all levels
- Assist other team members as needed
- Field incoming problem tickets from end-users to resolve issues
- Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, issue resolution, and communication
- Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket
- Escalate high priority or severe issues to supervisor/manager or appropriate internal teams (e.g. software developers)
- Document technical knowledge in the form of notes and manuals
**Skills and Experience:**
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
- Education in an IT background or 2+ years of working experience with Linux/Unix/Mac environments
- Good understanding of computer systems, mobile devices, and other tech products
- Solid analytical/cognitive skills to troubleshoot complex and technical problems, ability to diagnose and troubleshoot basic technical issues
- Working knowledge of Linux operating systems, networks, databases, and network security concepts and tools
- Scripting with BASH, Perl, or Python
- Log parsing and analysis
- Help Desk Experience and using ticketing systems to manage and track incidents
- Fluent in English – verbally & written, ability to provide step-by-step technical help, both written and verbal
- Communication Skills
- Ability to effectively communicate complex technical scenarios to people with less technical knowledge
- Flexibility in using different technologies/platforms
- Motivated and enthusiastic to discover and learn new technologies
- Disciplined and “Team first approach” oriented, be professional, have a positive “get it done” attitude and a strong work ethic
- Minor account management skills including investigating and understanding current and historical issues for specific accounts
- Strong organizational skills, detail orientation, and the ability to multi-task, meet deadlines, and prioritize work.
- Comfortable with making next-step decisions and excited by "thinking outside of the box"
**Nice to have:**
- JIRA and Confluence Knowledge beneficial
- Experience integrating and troubleshooting APIs
- Working experience with AWS or other Public Cloud Platform
- Solid experience working with Internet Security and Networking -
- Technologies such as TCP/IP, HTTP, Load balancers, Proxies, and Firewalls.
Experience working with open-source projects.
**Strong plus:**
- Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus
- Development experience, experience working with writing production-level code
- Bachelor’s Degree (B.A.) in Computer Science or Information Technology
- Experience with Web3.js and the Ethereum ecosystem
- Experience as a System administrator