Technical Support Engineer - Growth to QA Engineer

September 25

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Description

• We are looking for a dedicated and technically skilled Technical Support Engineer Tier 1 who is eager to grow into a QA Engineer role. • If you thrive in a collaborative environment and are passionate about problem-solving, technical troubleshooting, and customer satisfaction, we’d love to hear from you! • SaaS products to transform the vast pool of web data from the open and dark web into structured web data feeds, ready for machines to consume. • Manage 5 to 10 complex support tickets daily, ensuring timely task creation, prioritization, and resolution. • Provide technical support to Enterprise customers, tracking and analyzing support metrics. • Proactively test platforms by running scripts and monitoring issues such as failed crawls or missed data reviews. • Conduct data analysis to track ticket metrics, product testing, and ensure adherence to KPIs. • Perform manual monitoring and verification of active data sources, ensuring no errors in activation/search processes. • Collaborate with R&D and Sparta Dev teams to investigate, triage, and resolve platform issues. • Prioritize and monitor the addition of new domains and internal tasks. • Communicate directly with customers, providing ETAs and updates on issue resolution. • Participate in weekly meetings with tech teams to discuss and resolve ongoing technical issues. • Support QA tasks, ensuring product fixes and enhancements are thoroughly tested and implemented.

Requirements

• Fluent written and spoken English. • 1,5+ years of commercial experience in Technical Support. • Ability to understand technical language and collaborate with developers. • Technical background, such as experience with APIs and SQL. • Experience working with B2B Enterprise customers. • Experience with ticketing systems (e.g., Jira, Monday.com, etc.). • Strong attention to detail, prioritization skills, and a methodical approach. • Exceptional communication and customer service skills.

Benefits

• Lots of interesting work with a Big Web Data solutions. • Compensation in USD. • International team. • Progressive product company with 7+ years in the IT market. • Fully remote.