Support Engineer II

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

📋 Description

• Address intricate technical challenges and manage escalated support cases.

• Utilize Zendesk automation and support tools to enhance workflows and optimize ticket handling.

• Diagnose software issues related to microservices, APIs, and system integrations.

• Work collaboratively with Engineering and Product teams to address software bugs and propose enhancements.

• Identify system irregularities, deployment obstacles, and configuration challenges.

• Examine ticket patterns and develop proactive strategies to decrease ticket volume and enhance response times.

• Generate and update documentation, knowledge base articles, and support resources.

• Guide and train junior engineers.

• Design, implement, and refine automated support solutions utilizing Superblocks, n8n, Tines, and webhooks.

• Assess account management requests and automate both routine and manual tasks.

• Formulate automation strategies in collaboration with the Support team.

• Record automation processes and create training materials.

⛳️ Requirements

• Minimum of 3 years of experience in a Technical Support or Customer Support role, emphasizing complex software environments.

• Expertise in Zendesk, particularly in automations, triggers, and macros.

• Comprehensive understanding of microservices architecture, including APIs, Docker containers, and cloud services.

• Familiarity with Windows and macOS operating systems.

• Proficient in PowerShell, Sysinternals Suite, and remote support tools.

• Strong knowledge of networking principles, including IP addressing, VLANs, DNS, DHCP, and firewalls.

• Preferably familiar with Python, Bash, or Ansible.

• Experience with AWS or Azure and a solid grasp of DevOps practices.

• Ability to comprehend and enhance support workflows.

• Desired certifications include CompTIA A+, Network+, or Security+.

🏝️ Benefits

• For eligible employees in the US: Health, Vision, Dental, and Life Insurance plans.

• Comprehensive 401k plan.

• Discretionary Time Off.

• Additional minor perks.

• For international employees: competitive benefits aligned with local market standards and relevant country regulations.

• Equity participation opportunities available for employees worldwide, with program specifics varying by location and employment structure.