Support Engineer II

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

📋 Description

• Act as a point of contact for intricate technical challenges, efficiently resolving escalated support cases with accuracy.

• Employ Zendesk automation and additional support tools to enhance workflows, improve ticket management, and boost customer satisfaction.

• Diagnose and address software issues, with an emphasis on microservices, APIs, and system integrations.

• Work in tandem with the Engineering and Product teams to identify, document, and prioritize software bugs and enhancements.

• Utilize your knowledge of software workflows to identify and rectify system anomalies, deployment issues, and configuration challenges.

• Analyze ticket trends and leverage data to implement proactive measures, decreasing ticket volume and enhancing response times.

• Develop and maintain comprehensive documentation, knowledge base entries, and support resources.

• Learn, create, implement, and refine automated solutions to improve technical support operations, using automation tools like superblocks, n8n, tines, and webhooks.

• Conduct analysis of account management requests and automate routine and manual tasks.

• Collaborate closely with the Support team to grasp operational requirements and devise automation strategies that enhance efficiency.

• Document automation processes and create thorough training materials to empower the Support team in effectively utilizing new tools and procedures.

⛳️ Requirements

• Bilingual in English and Spanish (both spoken and written) is a must.

• A minimum of 3 years of experience in a Technical Support or Customer Support capacity, particularly in complex software environments.

• Expertise in Zendesk, particularly in using automations, triggers, and macros to enhance support workflows.

• Strong comprehension of microservices architecture, including APIs, containers (Docker), and cloud services.

• Vast experience with troubleshooting methodologies, which includes:

• Knowledge of Windows and macOS operating systems.

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

• Familiarity with scripting languages (Python, Bash, or Ansible preferred).

• Solid understanding of networking concepts (IP addressing, VLANs, DNS, DHCP, firewalls, etc.).

• Experience with cloud platforms (AWS, Azure) and knowledge of DevOps practices.

• Proven ability to comprehend and refine support workflows to enhance efficiency and customer satisfaction.

• Certifications such as CompTIA A+, Network+, Security+ are desirable.

🏝️ Benefits

• Health, Vision, Dental, and Life Insurance plans

• 401k plan

• Discretionary Time Off

• Opportunities for career growth and development

• A culture that values customer-centric thinking and continuous improvement