Remote Technical Support Engineer

Summary

Join our dynamic team as a Technical Support Engineer and play a critical role in ensuring our services run smoothly. As a Technical Support Engineer, you will be responsible for investigating and resolving service requests from customers, automating manual tasks, developing internal tools, and collaborating with cross-functional teams to improve operational efficiency.

Requirements

• English level B2 and higher
• Python, SQL (PostgreSQL), and the ability to work with any Unix OS
• DevOps experience
• Experience with different monitoring tools, e.g., Kibana, Grafana, Prometheus, Datadog, and AWS metrics
• T2-T3 Technical Support experience
• Experience in setting up alerts (PagerDuty)
• Technical documentation writing skills

Responsibilities

• Investigate and resolve service requests – describe, triage, and resolve clients' requests
• Monitor system health state, investigate abnormal system behavior, and escalate in case of component failure
• Automatization of manual tasks and design of internal tools leveraging advanced technologies, including AI, to streamline operations
• Design operational tools to make the process of issue identification (root cause) and resolution better and faster
• Collaborate with team members (including risk managers, DBA, dev team, customer support, etc.) to research and resolve problems
• Create documentation on troubleshooting techniques for common (repetitive) issues

Benefits

• Annual Bonus based on the performance review cycle
• Family Medical Insurance, Pension fund, MyBenefit system and Multisport for CoE
• Generous Annual Leave Policy (26 days of paid leave for B2B and CoE)
• Hybrid working model (3 days from our modern office and 2 days fully remotely)
• Comprehensive Workation Policy with 30 more remote days available
• Possibility of taking two additional days of paid leave per year to dedicate to volunteering efforts