Support Engineer II

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

📋 Description

• Act as a key resource for intricate technical challenges, efficiently resolving escalated support cases with accuracy.

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

• Diagnose and rectify software problems, emphasizing microservices, APIs, and system integrations.

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

• Use your knowledge of software workflows to identify and resolve system irregularities, deployment issues, and configuration challenges.

• Evaluate ticket trends and leverage data to implement proactive measures, thereby reducing ticket volume and enhancing response times.

• Generate and sustain comprehensive documentation, knowledge base entries, and support materials.

• Acquire, develop, implement, and refine automated solutions to improve technical support operations, utilizing automation tools such as superblocks, n8n, tines, and webhooks.

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

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

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

⛳️ Requirements

• Over 3 years of experience in a Technical Support or Customer Support position, specifically within complex software environments.

• Expertise in Zendesk, particularly in the use of automations, triggers, and macros to enhance support workflows.

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

• Significant experience with troubleshooting methodologies.

• Familiarity with Windows and macOS operating systems.

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

• Knowledge of scripting languages (preferably Python, Bash, or Ansible).

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

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

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

🏝️ Benefits

• Engage with advanced technology in a collaborative and innovative setting.

• Opportunities for professional advancement and development.

• A culture that prioritizes customer-centric thinking and continuous improvement.

• Competitive Health, Vision, Dental, and Life Insurance plans for eligible employees in the US.

• Comprehensive 401k plan.

• Discretionary Time Off.

• Additional minor perks.