Senior Technical Support Engineer
August 8
Description
• Work closely with our Product, Tech, and Data teams to investigate and address various inquiries. • Assist internal business stakeholders with inquiries regarding Sleek platform functionality. • Offer technical support through Zendesk, JIRA, and phone channels. • Provide expert technical support to resolve complex issues escalated from lower support tiers. • Identify solutions and contribute to code development. • Configure cloud servers and networks as needed. • Maintain accurate client records by updating database records. • Ensure adherence to service level agreements (SLAs) and deliver exceptional customer service. • Contribute to enhancing self-service capabilities by developing and maintaining knowledge base articles and support documentation.
Requirements
• Minimum of 5 years of experience in a technical role, with at least 1 year support experience. • Knowledge in NodeJS and VueJS/ReactJS, as well as MongoDB/PostgreSQL is required. • Experience debugging problems using IDEs and browser tools. • Paint a story of a transaction through use of logs and analytical tools like Splunk. • Proficiency in using IT support tools and ticketing systems such as Jira, Zendesk, or ServiceNow. • You will be speaking with people of all walks of life, so communication skills are key. • Passion for solving problems and patience for troubleshooting sticky IT issues. • Willingness to support out-of-hours and weekend work if required. • Ability to work independently as well as collaboratively in a team environment, and having the initiative to speak up and seek assistance when needed. • Always learning!
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