Job Description
We are currently looking for a dedicated and experienced Technical Support Engineer to join our team, playing a vital role in providing advanced technical support and ensuring a high level of customer satisfaction.
Key Responsibilities
- Technical Expertise - develop and maintain in-depth knowledge of our products and systems, becoming the go-to expert for technical inquiries.
- Issue Diagnosis and Resolution - utilize expertise in reading and understanding logs and even code to identify and resolve complex technical issues.
- Escalation and Collaboration - escalate technical issues to developers and QA teams when necessary, ensuring effective resolution and communication.
- Ticket Management - efficiently manage and track customer issues using our ticket tracking system, ensuring timely responses and resolutions.
- Client Interaction - communicate effectively with clients to understand their technical problems and provide clear, concise solutions.
- System Analysis - evaluate system performance, identify potential issues, and suggest improvements or optimizations.
- Process Improvement - contribute to the improvement of support processes and guidelines to enhance team efficiency and effectiveness.
Must have
- Computer Science, Information Systems or security certification from a recognized institution
- 2 years of proven relevant professional experience in a similar position
- Able to communicate complex technical concepts clearly and effectively in English
- Strong foundation in system administration, engineering, or a related field
- Demonstrated ability to diagnose and resolve complex technical issues
- Proficiency in reading and understanding system logs
- Experience in reading and writing Python code and any other scripting language is a big plus
- Knowledge and experience in YAML, JSON files, Chrome Developer tools, Machine learning
- Proven track record in a technical support role, particularly in an experienced or senior engineer capacity
- Experience supporting computer vision and machine learning systems would be beneficial, but not mandatory
- Familiarity with corporate networking, hardware, and data centers
- Understanding information security principles and best practices
- The ability to work closely with software developers, QA teams, and other technical staff
- Experience with using and managing ticket tracking systems in a support environment
- Basic understanding of change management, incident management and problem management processes
