About the Role
We are seeking a highly skilled and experienced Technical Support Engineer to join our team. As a member of our support team, you will be responsible for ensuring technical customer issues are serviced within our contractual SLA and managed to resolution.
Our ideal candidate will have a strong background in IT, network engineering, or software engineering, with 5+ years of proven experience in technical support in a software business. They will possess excellent communication skills, both written and verbal, and be able to work effectively in a multi-cultural and geographically distributed team.
The successful candidate will have a deep understanding of databases, search software technologies, SaaS, and distributed systems. They will also have experience with Linux/Unix and APIs, as well as a consistent track record of continued learning and skill improvement.
About Our Team
We pride ourselves on being a collaborative and supportive team that values continuous improvement. We are looking for someone who shares our passion for technology and is committed to delivering exceptional support to our customers.
Your Responsibilities
* Ensure technical customer issues are serviced within our contractual SLA and managed to resolution
* Maintain strong relationships with our customers for the delivery of technical support
* Have a mindset of continuous improvement, in terms of efficiency of support processes and customer satisfaction
* Work across multi-cultural and geographically distributed teams
What You Bring Along
* 5+ years of proven experience in Technical Support in a Software business
* A technical background in fields like Information Technology, Network Engineering, Software Engineering etc.
* Highly collaborative, contributing to the success of a team through actions such as building and delivering training, leading or participating in initiatives/projects
* Strong verbal and written communication skills in English
* Customer oriented focus
* Knowledge of databases or search software technologies
* Experience with SaaS and/or Distributed systems
* Experience with Linux/Unix
* Experience with APIs
* Consistent track record of continued learning and skill improvement
Bonus Points
* Familiarity with Knowledge Centered-Services (KCS)
* Experience with Kubernetes
* Experience with Kafka / Message Brokering
* Experience with Elastic technology or related competing technologies across observability or Search
* Experience within Public Sector
About Us
We are an equal opportunity employer and are committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.
We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email ******. We will reply to your request within 24 business hours of submission.
Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)
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