Junior Support Engineer

📋 Description

• Ticket Triage: Evaluate and classify incoming support tickets, determine their priority and severity, and direct them to the suitable team member or queue.

• First Response: Provide prompt, clear, and professional initial responses to customers, acknowledging their concerns and setting expectations for the subsequent steps.

• Queue Management: Oversee the support queue throughout the day to ensure tickets are progressing and nothing is stalled or overlooked.

• Issue Documentation: Record comprehensive notes for each ticket, including reproduction steps, customer environment specifics, and any troubleshooting already performed.

• Escalation Coordination: Recognize tickets that necessitate engineering or product team involvement and escalate them with complete context for seamless handoffs.

• Follow-Up: Monitor open tickets and proactively reach out to customers and internal team members to keep issues advancing toward resolution.

• Process Improvement: Identify recurring issues or trends in the queue and bring them to the team's attention to enhance documentation or prompt product fixes.

• Knowledge Base Contribution: Assist in maintaining and updating both internal and customer-facing support documentation based on frequently asked questions and resolved tickets.

⛳️ Requirements

• 1-2 years of experience in a technical support, helpdesk, or customer-facing technical role.

• Proficient in using software tools, ticketing systems (e.g., Salesforce, Jira, Freshdesk), and basic troubleshooting procedures.

• Excellent written communication abilities with a clear and professional tone.

• Strong attention to detail, particularly when documenting issues and managing multiple tickets at once.

• Capability to prioritize tasks and remain organized in a fast-paced queue environment.

• Basic understanding of software development or IT concepts (command line, logs, environment configurations, etc.).

• Self-motivated and dependable, especially in a remote or asynchronous work setting.

• ****Nice to Haves:**

• Technical certifications (CompTIA, Cloud, or DevOps related).

• Degree or Diploma in Computer Science, Information Technology, or a related discipline.

• Practical experience with APIs or system integration projects.

• Previous exposure to open source software, DevSecOps, or enterprise development environments.

• Familiarity with Python or other scripting languages.

• Experience working in a fully remote team.

🏝️ Benefits

• Opportunity to work for a stable and expanding company that provides the environment and personal growth potential of a startup while offering the stability of an established business with consistent revenue.

• The chance to collaborate with a talented and passionate team.

• The opportunity to contribute to a project that will enhance the work experiences of developers globally, including your own!