Technical Support Analyst – L2

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

📋 Description

• Ensure prompt and transparent communication with customers, keeping them updated on their issues and maintaining a high level of satisfaction.

• Provide support across various channels, such as email, phone, chat, and video conferencing (e.g., Google Meet, Zoom).

• Address intricate technical problems reported by customers or internal teams related to our software, ensuring efficient resolution.

• Handle escalated tickets by offering comprehensive solutions or escalating them further when required.

• Guide customers on product functionalities to empower them to resolve issues independently whenever possible.

• Create and maintain detailed documentation, including troubleshooting guides and knowledge base articles.

• Translate technical terminology into layman's terms to clearly explain solutions to non-technical users, ensuring their understanding of issues and resolutions.

• Collaborate closely with various teams within the company, including developers, QA engineers, product managers, and customer success teams, to resolve customer issues.

• Elevate unresolved or complex matters to the appropriate teams, such as development or engineering, and follow up to ensure they are addressed.

• Utilize diagnostic tools and techniques to identify the root cause of issues and implement necessary fixes, updates, or changes.

• Review software code and logs to detect bugs or performance problems, devising solutions or workarounds as needed.

• Perform comprehensive analysis of system performance, errors, and configurations to maintain system stability and reliability.

• Support customers with software configuration tasks, including installation, setup, and customization, to maximize their use of our products.

⛳️ Requirements

• Minimum of 3 years of experience in a technical support role, with at least 5 years in customer support overall.

• Bachelor’s degree in Computer Science, Engineering, or a related discipline (or equivalent practical experience).

• Strong analytical and problem-solving abilities to diagnose and resolve technical issues.

• At least 1 year of experience in software engineering/development or 2 years as a networking administrator.

• Advanced understanding of operating systems, including:

• Exceptional verbal and written communication skills.

• A minimum of 2 years of experience with Python, Shell scripting, and SQL.

• Must be based in EMEA.

• Successful completion of a background check is required.

🏝️ Benefits

• Meaningful equity in a rapidly growing company—everyone on the team receives stock options, allowing you to share in the success driven by your contributions.

• Flexible PTO—take the necessary time to recharge.

• Most positions are remote-first, fostering inclusive and collaborative teams that utilize Slack as the primary means of internal communication.

• Join a dedicated team at the forefront of AI infrastructure—where culture, learning, and ownership are central to our scaling process.

• $1,200 USD Home Office & Equipment Stipend—We equip you for success from day one with the tools and support needed to create your ideal workspace.