Support Engineer

Summary

Join Massive Rocket, a fast-growing Martech agency, as a Support Engineer! We're a 100% remote company with a flexible vacation policy and a supportive work culture. You'll manage support tickets, ensure timely resolution within SLAs, administer cloud and business systems, and lead incident management. This role requires 3+ years of experience as a Support Engineer and proficiency in AWS, Linux, and SQL. We offer career progression opportunities and organized team events. If you're passionate about Martech and thrive in a global environment, apply now!

Requirements

• 3+ years of experience as a Support Engineer or similar role
• Experience managing support tickets within established SLAs
• Familiarity with AWS services with some experience managing IaaS
• Experience with supporting Google Business, Atlassian stack, Slack, MS Teams/O365 and other cloud based collaboration tools
• Basic Linux administration skills
• Understanding of REST APIs
• Experience with writing SQL queries
• Strong debugging and problem-solving skills, with a focus on optimizing code for performance and scalability
• Effective communicator and team player, comfortable working with cross-functional teams to deliver high-quality solutions
• Experience working in an agency setting with clients
• Strong communication skills with professional level of proficiency in english
• Valid work visa
• Proof of identification: ID card, passport, Utility bill (Gas, Water, Electricity)
• 2 references - Name, Relationship, Contact details (Email, Mobile)
• Contractors Only: proof of incorporation and insurance

Responsibilities

• Manage support tickets and ensure resolution within established SLAs
• Ensure compliance with service-level agreements and key performance indicators. Track metrics and improve service delivery efficiency
• Support Google Business, Atlassian tools, Slack, MS Teams, and other cloud-based tools
• Lead or participate in incident resolution, including identifying root causes and implementing preventive measures
• Debug and system resolve issues
• Administer AWS services and manage Infrastructure-as-a-Service (IaaS)
• Perform basic Linux system administration, including user management, system updates, and troubleshooting
• Protect the integrity of company systems and company/client data

Preferred Qualifications

• A creative thinker who can efficiently solve complex problems and adapt to new technologies and changing product requirements
• Passion for quality and a dedication to understanding the user’s perspective and how it impacts the product's overall experience
• Strong interpersonal and communication skills, with the ability to articulate issues, solutions, and concepts to technical and non-technical stakeholders alike
• While direct leadership experience is not mandatory, the aptitude to mentor others and lead by example in software engineering practices is highly valued

Benefits

• Fast-moving environment – you will never stop learning and growing
• Supportive and positive work culture with an emphasis on our values
• International presence – work with team members in Europe, the US, and around the globe
• 100% remote forever
• Flexible Vacation Policy
• Career progression paths and opportunities for promotion/advancement
• Organised team events and outings