We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. This role is entirely remote, and I will work alongside skilled and experienced engineers located in various countries worldwide.
The role is an ongoing contractor position for an indefinite period.
The roles will all be communicated in English, so strong written and verbal capabilities in English are mandatory.
This role is for a Monday to Friday working various 8-hour shifts between 10:00 and 21:00 (EET /EEST) and would include a weekend rotation (approximately 1 in 8 weekends)
Technical Support Engineer responsibilities include assisting our customers by investigating and diagnosing issues, reporting bugs & issues to our Development team, building labs environments and product testing for the next release. You will use a mixture of email, chat, phone, and remote support tools to help our customers, depending on their preferences and the situation's complexity of the situation
This role is unique as we need people with skills in various backgrounds and disciplines, such as Linux, Microsoft (Windows Server & enterprise applications), and Networking (TCP/UDP, routing, etc.). Most importantly, they must be able to deal with customers in a professional and friendly manner. Our customer support reputation is among the best in the business, and that is because we truly care about the problems affecting our customers!
We very much encourage the team to collaborate when fixing issues; it is all about customer satisfaction for us.
In addition to covering the support desk, you'll have plenty of time allocated for projects, research, and self-directed learning, i.e., more of what interests you personally.
Responsibilities
- Respond to tickets in the helpdesk,
- Diagnose and troubleshoot technical issues
- Ask customers targeted questions to understand the root of the problem quickly.
- Handle issues in the helpdesk through to resolution within agreed time limits.
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
- Appropriately escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers.
- Refer to the internal database or external resources to provide accurate tech solutions.
- Work with colleagues to jointly investigate issues and share knowledge that may help achieve resolution.
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
The ideal candidate will possess
- Great customer service skills
- Knowledge of networking - TCP/UDP, routing, NAT, firewall configuration, etc.
- Knowledge of the Linux operating system: filesystem structure, commands, services, etc.
- Knowledge of typical Microsoft applications such as Exchange, RDS, SharePoint, etc. and Microsoft Windows Server operating systems
- Excellent communication skills, both written and verbal, using English. We work with customers who have different experience levels, so it can be important to be able to adjust how a question is answered depending on who you are dealing with.
Beneficial skills
- Prior experience of load balancing
- Scripting capability (Bash, Python, Powershell, etc.)
- Working knowledge of common virtualization platforms such as VMware, Hyper-V, etc.
- Working knowledge of common cloud platforms such as Amazon AWS, Microsoft Azure, etc.
- Understanding WAF (mod_security) rules, GSLB, PBR, etc.
Personal qualities
- The ability to work well and collaborate within a team or the confidence to take ownership of and progress tasks independently as required
- A "can do" attitude and willingness to be flexible to get the job done
- A keen and curious mind, the ability to think outside the box to help our customers
Benefits
- Working as part of an outgoing and friendly team
- This exciting opportunity to develop new skills in a dynamic environment with a global customer base
- Being part of a company that genuinely cares about our customers and staff