Technical Support Engineer

Summary

Join Zyte's Support Team as a remote customer support specialist, providing world-class service across multiple platforms. Collaborate with development, sales, and technical teams to ensure optimal customer experience. Investigate and resolve issues, proactively prevent future recurrences, and advocate for customer value. Contribute to the knowledge base, propose product improvements, and act as a subject matter expert. This role requires strong technical skills, excellent communication, and the ability to work independently and as part of a team. The position offers the flexibility of remote work and the opportunity to work with cutting-edge technologies.

Requirements

• 3+ years of support or equivalent experience in a customer facing role
• Solid understanding of Computer Networks (DNS, HTTP, TCP/IP, TLS/SSL)
• Fundamental knowledge of web programming and standards (HTML, Javascript, APIs, REST, JSON, Mysql)
• Basic understanding of web applications, client utilities, browserstack, headless browsers
• Familiarity with Linux/UNIX or Mac Terminal command-line and simple scripting
• Strong grasp of Python to be able to write and debug code
• Excellent verbal and written English skills and ability to articulate a complex system or problem based on the type of audience
• Strong team player with good analytical and technical writing skills
• Strong relationship building skills with a sense of collaboration
• Ability to multi-task and manage multiple priorities and commitments

Responsibilities

• Provide world class support for our Zyte customers by delighting them in every interaction
• Investigate and resolve issues keeping the customer up to date on progress
• Strong customer focus with a mindset for preventing future recurrence of issues and be an advocate for customers to get the best value possible
• Demonstrate leadership and ability to work independently to resolve complex technical issues
• Share ideas, issues and lessons learned with the rest of the team and the community by constantly adding to and updating our Knowledge Base and process documentation
• Engage with engineering teams to help resolve issues and propose new features/processes that will improve our products and our customer service
• Act as Subject Matter Expert for existing or new Product and be the advocate for the Product including new product/feature readiness and gathering feedback
• Assist developers in the customer side to help troubleshoot their spider code
• Provide assistance to internal groups in Zyte to troubleshoot issues and make configuration changes
• Effectively collaborate within the team and with other teams to constantly improve the processes and tools for greater efficiency and better customer satisfaction
• Be available to participate in the weekend shift - approximately one weekend every month for additional compensation

Preferred Qualifications

Prefer familiarity with additional languages such as Javascript, Typescript, Java, Javascript, .net/C#, Golang

Benefits

• Become part of a self-motivated, progressive, multi-cultural team
• Have the freedom & flexibility to work remotely
• Get the chance to work with cutting-edge open source technologies and tools