Zipdev is hiring a
Technical Support Engineer

Summary

Zipdev is seeking a Technical Support Engineer to provide high-quality technical support, customer management, and participate in product development. The role involves working remotely from Latin America and requires relevant qualifications or equivalent practical experience.

Requirements

Relevant tertiary qualifications (e.g. Bachelor/Grad Dip. Science/Computer Science/Software Engineering, IT Certification, or similar) or equivalent practical experience

Responsibilities

• Provide frontline technical specialist support
• Debug identified issues, providing clear analysis to both the customer and internal teams
• Identify trends in support work and opportunities for root problem resolution
• Proactively identify and manage scope, delivery, and configuration of product changes
• Implement well-structured code, and assist the customer in integration with HappyCo’s services
• Fully participates in and provides feedback on the company's product development and rollout methodology, driving improvements
• Proactively manage customer expectations
• Meet and exceed SLA’s
• Provide clear and professional communications with customers
• Identify, review, and define requirements, existing configurations and technical risks
• Use excellent troubleshooting skills to determine root causes of raised issues
• Facilitate the resolution of issues raised by customers
• Investigate and identify technical causes to issues raised by customers, facilitating product (feature) change where necessary
• Provide responsive, high-quality technical support to customers
• Proactive and strong written/verbal communication with peers, engineers, stakeholders, L1/L2 Support
• Assess risk when determining approaches to ticket resolution
• Monitor, maintain, and improve customer environments as required
• Manage releases and deployments
• Deliver well-structured and functional example code
• Understand and deliver against the organizational product and software development methodology
• Review, propose, and implement improvements to processes
• Implement and improve the process toolset

Benefits

• Work remotely Monday - Friday, 40 hours a week (no weekends)
• Vacation: 10 business days a year
• Holidays: 5 National Holidays a year
• Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
• Parental Leave
• Health Care Reimbursement
• Active Lifestyle Reimbursement
• Quarterly Home Office Reimbursement
• Payroll Deduction Purchase Plans
• Longevity Bonus
• Continuous Learning Bonus
• Access to Training and Professional Development Platforms
• Did we mention it's REMOTE?!