Technical Support Engineer

5 июля 2021    40
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— 3+ years of experience as a Technical Support Engineer;
— Practical experience with one of the following language — Python, JavaScript, Ruby or Java;
— Good knowledge of Git, SQL and Linux;
— Experience supporting SaaS products;
— Deep understanding of OSI model, HTTP protocol and a solid software troubleshooting skills and the ability to understand our platform end to end;
— Experience with Docker and AWS would be a huge plus;
— Proven ability to project management work;
— Strong communication, collaboration, interpersonal, and negotiation skills;
— English — Upper-intermediate or higher.

— Competitive medical health benefits
— 3 weeks of paid vacation and 2 weeks of days off+sick leaves
— Hacker’s days
— Paid lunches
— Professional learning: conferences, trainings, and other events
— Sports activities compensation
— English Speaking Club
— VGS stock options
— Mental Health Support Program

— Taking ownership of customer issues reported and seeing problems through to resolution;
— Create or update documentation based on findings from request investigations;
— Prepare and provide customer training, including developing training material if it does not already exist;
— Submit and comment on bug reports and feature requests based on customer interactions;
— Engage with the development team to create new feature requests, escalate bugs, solve problems, or obtain missing information;
— Meet or exceed SLA times consistently;
— Create technical content (sample code, demos, etc.) to show customers how to implement specific use cases or best practices;
— Interface with our customer technical teams, serving as their primary technical point of contact during onboarding;
— Partner with the Account Management team to understand customer requirements and communicate how VGS can address the requirements;
— Help VGS customers to integrate with our platform and drive the translation of requirements to code implementation;
— Reliably respond to on-call emergencies and participate in on-call support rotation as needed.

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