Job Description We are seeking a dedicated and skilled Technical Support Engineer to join our team.
The ideal candidate will be responsible for providing high-quality technical support to our customers, troubleshooting issues, and ensuring a seamless user experience.
The role requires a strong understanding of Linux and SQL databases, along with excellent communication skills.
Key Responsibilities: Respond to customer inquiries via support portal and email, providing timely and accurate solutions.
Conduct root cause analysis to identify and resolve recurring issues.
Utilize SQL to query and analyze database information for troubleshooting purposes.
Collaborate with engineering and client facing teams to escalate and resolve complex issues.
Arrange and attend virtual meetings with clients, client teams, and engineering to resolve complex technical issues.
Create and maintain technical documentation, FAQs, and knowledge base articles.
Provide training and support to customers on product features and functionalities.
Monitor system performance and provide feedback for product improvements.
Assist in the onboarding of new clients and provide ongoing support as needed.
Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
4+years of hands on experience in IT support with Linux 3+ years of experience in working with relational databases (e.g., MySQL, PostgreSQL, SQL server) Proficient in English and Spanish Preferred Skills: Strong ability to communicate with clients and provide guidance Strong troubleshooting skills and ability to analyze complex technical issues Ability to work independently and as part of a team in a fast-paced environment Excellent verbal and written communication skills Excellent organization skills.
Strong customer service orientation Addition desired skills: Knowledge of programming languages (e.g., Python, Java) Experience with Jira and Hubspot Familiarity with software development processes and methodologies (Agile, waterfall etc) Additional Information Why join our team?
Culture and Growth: Global team with a creative, innovative and welcoming mindset.
Rapid career growth and opportunity to be an outstanding and visible contributor to the company's success.
Freedom to create your own success story in a high performance environment.
Training programs and Personal Development Plans for each employee Benefits: 25 vacation days (from day one!)
+ 7 extra bank holidays 30 Aguinaldo days payment Savings Fund (5% contributions from Employer and 5% from Employee) Major medical insurance, Vision and Dental (Extended to spouse and children) 12 Weeks Paid Maternity and Paternity Leave Work from Home Equipment allowance Flexible Work from Home policy - 2 days home p/w Flexible Work from Long Distance - 4 weeks a year Sponsored Learning Opportunities Team Socials Stay connected with us on LinkedIn or keep an eye on our career page for future opportunities!