Support Engineer III

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

📋 Description

• Act as a subject matter expert for intricate technical challenges and address escalated support inquiries.

• Diagnose and resolve software-related problems that involve microservices, APIs, and system integrations.

• Identify system irregularities, deployment difficulties, and configuration problems.

• Work collaboratively with Engineering and Product teams to detect, document, and prioritize software bugs and enhancements.

• Evaluate ticket trends and implement proactive measures to decrease ticket volume and enhance response times.

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

• Provide mentorship and training to junior engineers.

• Lead continuous improvement efforts for the customer support experience.

• Utilize Zendesk automation and other support tools to refine workflows and improve ticket management efficiency.

• Design, implement, and enhance automated support solutions using Superblocks, n8n, Tines, and webhooks.

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

• Partner with the Support team to formulate automation strategies.

• Document automation procedures and develop training materials for new tools and protocols.

⛳️ Requirements

• A minimum of 5 years' experience in a Technical Support or Customer Support position, with an emphasis on complex software environments.

• Expertise in Zendesk, including automation, triggers, and macros.

• In-depth knowledge of microservices architecture, APIs, containers (Docker), and cloud services.

• Advanced understanding of Windows, macOS, and Linux operating systems.

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

• Familiarity with Python, Bash, or Ansible; one or more is preferred.

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

• Experience with AWS and Azure, as well as familiarity with DevOps practices.

• Capability to comprehend and enhance support workflows.

• CompTIA A+, Network+, or Security+ certifications are advantageous but not mandatory.

• Excellent problem-solving abilities.

• Strong communication skills with customers and the ability to convey technical concepts to non-technical individuals.

• Ability to work autonomously in a dynamic, fast-paced setting.

• Proficient in managing multiple priorities with outstanding time management skills.

• Enthusiasm for continuous learning and professional growth.

• Authorization to work in the United States without restrictions.

• No current or future sponsorship requirements to work in the United States.

🏝️ Benefits

• Health insurance

• Vision insurance

• Dental insurance

• Life insurance

• Comprehensive 401k plan

• Discretionary Time Off

• Additional minor perks

• Equity participation available to employees worldwide

• International employees receive competitive benefits in line with local market standards and relevant country regulations