The Technical Support Engineer attempts to reproduce problems in the Dev environment and tries to find the root cause using product code, design, and/or specifications. Once the root cause is identified, the necessary fixes to the issues are documented and communicated to a Knowledge Manager and all relevant stakeholders, as a future reference.
Therefore, Technical Support Engineer responsibilities include (but not limited to):
· Providing support to customers via multiple channels; ensuring that problems are resolved, and customer expectations are met
· Handling training/ onboarding for new engineers
· Participating in the new hire process for each newly hired engineer
· Providing input to application/infrastructure scalability (to Devs/DevOps).
· Engaging internal teams and external 3rd party vendors to troubleshoot and resolve complex problems
· Monitoring application performance using specific monitoring tools & developing new ones
· Working with R&D and DevOps to create RCA’s (Root Cause Analysis) and SOP’s (Standard Operating Procedures) and documenting them accordingly
· Recording findings/missing information as it pertains to the application and working with the Knowledge Manager to create knowledge base articles; while also updating existing articles (with knowledge manager assistance)
· Developing scripts to automate repetitive tasks and help gathers information more efficiently.
· Involvement in code/development for a better understanding of the infrastructure & to offer suggestions where applicable.
· Assisting in regression testing for impactful issues.
· Assisting in testing of new integrations/features.
· Raising Bugs after successful replication.
· Investigating malicious attempts & taking prompt action based on findings.
· Intermediate knowledge of Cloud providers administration (AWS/AZURE).
· Intermediate knowledge of the TCP/IP stack. Familiar with network services (DNS, DHCP, SMTP, SFTP, SSH, Telnet, etc.).
· Intermediate knowledge of CMD/PowerShell and sh.
· Intermediate knowledge of ACLs
· Intermediate knowledge of Active Directory services
· Intermediate knowledge of Office 365, VM’s
· Experience supporting users in a global environment and varying time zones.
· Creative thought with an out-of-the-box approach, willing to adapt and learn, technically oriented, and focused on results.
· Being comfortable to work under pressure and adhering to deadlines without sacrificing quality.
· Have the ability to communicate with teams via Slack and other collaboration tools.
· English - Excellent written and verbal communication
· Work in shifts (mainly 24/5, but if there is an immediate need, additional changes may occur).
