Support engineer

20 мая 2021    48
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We at Hyperskill (http://hyperskill.org, aka JetBrains Academy) are looking for a new teammate who will support and help our users. This role requires technical as well as soft-skills to help our learners resolve their cases.


You will need to:
  • Communicate with learners via support tickets, site comments, specialized chats, etc.
  • Deal with customers’ technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication.
  • Process and report bugs and feedback from users to the engineering and product teams.
  • Add and improve articles in the Knowledge Base.
  • Identify and resolve technical issues with the learning content (problems and projects).

Key skills and experiences:
  • Fluent technical US English (written).
  • Strong written communication skills.
  • Ability to diagnose, reproduce and troubleshoot technical issues. Experience in QA roles is a plus.
  • Knowledge and experience with Python or Java.
  • Positive thinking and willingness to help.
  • You know what is GitHub, Reddit, Stack Overflow, and Hacker News, and have used it before.
  • You have completed online courses.
  • Experience with technical support / QA / technical account management is a plus.
  • Learning experience on Hyperskill and/or Stepik is a plus.
  • Russian language is a plus.

Бонусы

What we offer:

  • The unique chance to change the world via education.
  • Work remotely or in the office (Moscow or St. Petersburg).
  • Health insurance and unlimited vacations (after probation).
  • Become a part of the friendly Hyperskill team.

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