Remote Support Engineer

Summary

Join our Support Engineering organisation as a Support Engineer to provide deep technical support for our Cloud product portfolio, collaborating with industry peers and contributing to improving the product documentation and support knowledge-base.

Requirements

• At least 2 years of Customer Support, Support Engineering, Network Engineering, DevOps Engineering, Software Engineering, or System Administration experience
• Confident with Linux usage, support and administration
• Version Control Systems e.g. GitHub
• Knowledge and understanding of REST API
• Experience with a Programming Language (GoLang, Python or similar)
• Command Line skills (Windows / Linux)
• Basic knowledge in SQL & relational data bases
• Basic networking skills e.g. CCNA level
• Basic knowledge and experience with logging/monitoring systems - ELK stack, Grafana/Prometheus/DataDog etc
• Excellent written and verbal communication skills in English
• Self-driven, curious-by-design and eager to learn our products

Responsibilities

• Triage, troubleshoot and solve incoming support tickets in Zendesk using own knowledge and the product knowledge-base (KB) to meet our quality bar and SLAs
• Escalate out of scope tickets to Engineering and other internal teams but own the customer communication until they are resolved
• Handle Sev-1 tickets according to our process
• Contribute to improving the product documentation and support knowledge-base
• Collaborate with Engineering and participate in beta testing for new product features
• Give concrete feedback to improve processes and tools
• Learn from feedback and ticket-based mentoring provided to ensure world-class customer experiences
• Knowledge Sharing - including Documentation, KB articles and mentoring of new joiners

Benefits

• 90 days self-paced on-boarding
• Support from a mentor to accelerate your learning
• New hire reimbursement for home office furniture and equipment
• Work MacBook provided
• Growth opportunities into Lead roles within the team, possibly also backline support roles
• Flexible working hours between 8 am and 7 pm
• Remote first working model
• Salary and company shares
• Medical, Life and Disability Insurances
• Monthly Internet Allowance