Technical Support Engineer (Remote)

Position Overview

The Technical Support Engineer (TSE) is responsible for delivering top-notch top-tier technical assistance to customers and internal teams while ensuring that technical issues across software, hardware, and network systems are quickly and accurately resolved, providing a seamless experience for users. As a Technical Support Engineer you will address customer inquiries, diagnose and solve technical problems, and document effective solutions to enhance future support processes. Moreover, you will contribute valuable insights to produce improvements by identifying recurring issues and collaborating with development teams.

Primary Duties and Responsibilities

Bug Identification, Reporting, and Fix Validation

• Analyzing and verifying customer-reported issues to determine if they are software bugs, configuration issues, or user errors while reproducing them in test environments to confirm their existence and understand their impact on the system.
• Clearly documenting, including steps to reproduce, affected systems, error logs, and screenshots, for the development team, but also report and monitor the status of each bug, ensuring effective communication between support and development teams.
• Working with product and development teams to prioritize bugs based on their severity and customer impact whilst testing and validating fixes in controlled environments to confirm that they resolve the issue without introducing new problems before they are released to customers.

Proactive Monitoring and Incident Management

• Regularly monitoring system alerts and dashboards to detect and address issues before customers are impacted and acting as first responder in systems outages or other critical incidents to minimize downtime.
• Conducting post-incident investigations to determine root causes and prevent future occurrences while keeping customers and internal teams informed of ongoing incidents, updates, and resolutions.
• Noticing patterns in recurring issues and communicating them to relevant teams for proactive product improvement and assisting in planning and coordinating scheduled maintenance with minimal impact on customers.

Process Improvement and Quality Assurance

• Identifying areas for improvement within the support process and suggesting ways to streamline and enhance efficiency while ensuring that support interactions meet quality standards through periodic assessments or peer reviews.
• Leveraging support tools (e.g., ticketing systems, diagnostics software) effectively to improve response and resolution time and maintaining high standards for documentation, ensuring information is accurate, up-to-date, and accessible.
• Analyzing key support metrics (e.g., response time, resolution rate) to identify areas for improvement and sharing insight and solutions across the team to maintain consistent, high-quality support.

Qualifications, Skills, and Key Competencies

Educational Background

• Fluency in English with excellent written and verbal communication. C1 Level minimum.
• Bachelor’s degree in Computer Science, Software or Computer Engineering, or relevant work experience.

Employment Experience

• 3+ years of experience in Technical Support Engineer, Software Developer, or related roles with a strong focus on performance optimization and scalability.
• Proficiency in PHP, with expertise in frameworks such as Laravel.
• Proficient in Svelte or have experience with other Javascript frameworks, preferably Vue.js. 
• Experience building and maintaining open RESTful APIs and integrating third-party services.
• Experience with cloud platforms like AWS or Google Cloud, selecting the correct services and navigating the infrastructure for support and debugging purposes.

Skills and Abilities

• Attention to Detail
• Problem-Solving
• Team Collaboration
• Communication
• Project Management