Remote Technical Solution Engineer

Summary

Join our team as a Customer Champion and deliver exceptional customer service, technical support, and proactive solutions to our clients.

Requirements

• At least 2 years of experience as a Technical Solutions Engineer or equivalent experience
• Minimum of 2 years of e-commerce (or similar) platform experience
• Solid customer management experience, and understanding of commercial and profitability concepts
• Full working proficiency in English both written and verbal
• Solid technical knowledge base (Zabbix, Newrelic, Graylog, SQL, PHP, HTML)
• Basic understanding of Solr, Elasticsearch, AWS, DNS and SSL
• Technical content creation experience
• JIRA, Confluence/KB
• Experience working according to SLA’s

Responsibilities

• Gather, commit and persevere information or data for analysis from the client
• Coordinate with developers and project teams to ensure the timely resolution of incidents, uphold strict customer service standards and drive customer satisfaction
• Manage customers as the main point of contact, provide customers with status reports in a thorough and timely manner
• Organize releases and act independently on all stages
• Triage the issues and conduct incident analyses, proactively manage incidents within and exceeding SLA
• Lead P1 and P2 issues through the execution
• Record & track incident information in Jira
• Create and maintain internal wiki content
• Assist to Junior Engineers

Benefits

• Remote Work opportunities with an ultra flexible working culture
• Professional Mentoring Program with Semi-Annual Performance Review, 360 Feedback and Individual Growth Roadmap
• Multiple learning opportunities and Professional Certification Programs
• Working as a part of a Global team in a Multicultural Environment
• Unlimited Paid Annual Leave
• Gifted Birthday Leave
• Medical Insurance Reimbursement