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Technical support engineer

Данная вакансия не актуальна.
Компания К.А RedCode
Тип Удаленная работа
Описание вакансии

*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