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

📋 Description

• Oversee the complete lifecycle of assigned technical support tickets, ensuring consistent follow-ups and documentation within the case management system.

• Create and update both internal and external knowledge-base articles, how-to guides, and troubleshooting documentation.

• Examine ticket trends and offer constructive feedback to management on enhancements to support processes and procedures.

⛳️ Requirements

• A minimum of 3 years of professional experience in a Technical Support position, particularly in the software or technology industries.

• Professional expertise in diagnosing networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity.

• Experience with RESTful APIs and navigating Linux Shell environments to execute technical tasks in a corporate setting.

• Demonstrated capability to convert intricate technical concepts into clear business-to-business documentation and escalation notes for senior engineering teams.