Support Engineer

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Deliver email and live technical assistance to enterprise clients, serving as the primary resource for addressing intricate technical challenges, diagnosing bugs, or resolving critical outages.

• Detect and replicate product issues, conduct quality assurance, and submit official bug reports or feature requests to the relevant Engineering team.

• Collaborate extensively with software developers, sales engineers, and technical account managers to ensure all teams are informed about current customer concerns.

• Strive to optimize and enhance various Support and Engineering processes, create internal run-books or public documentation, and assist the team in boosting efficiency and effectiveness.

⛳️ Requirements

• Over 4 years of extensive customer-facing technical support experience.

• Proficiency in MySQL or MySQL-compatible databases (such as MariaDB, Aurora, etc.) and SQL Query Optimization.

• A robust skill set in sysadmin, QA, and Testing. Comfortable testing software and identifying limits, hands-on experience with Linux, monitoring system I/O utilization, measuring network throughput, and navigating extensive log files. Familiarity with Kubernetes and previous Testing/QA experience is a plus.

• Experience with a scripting or programming language. Should have a reliable method for swift problem-solving and be capable of navigating through the codebase.

• Understanding of distributed systems and AWS/GCP. Knowledge of how organizations deploy and manage distributed applications and services across different machines. Bonus points for experience in analyzing performance bottlenecks and eliminating single points of failure.

• Excellent written and verbal communication skills in English. Ability to convey technical concepts to a diverse range of end-users.

🏝️ Benefits

• Aligned with our dedication to diversity and inclusion.

• Positive support experience in every interaction.

• Opportunities for continuous learning.