Technical Support Engineer

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

📋 Description

• Oversee the support queue and deliver technical assistance in line with Mend’s service level agreements (SLA) and quality standards.

• Troubleshoot and analyze application-level issues in SaaS offerings through log examination, configuration assessment, API interactions, and third-party integrations.

• Offer insightful initial assessments to clients via the support ticketing system within SLA timelines.

• Reproduce issues reported by customers in their environments, including product integrations.

• Collect technical information for unresolved problems and escalate them to higher-level support or specialized teams.

• Address customer inquiries with professionalism and guide users through detailed solutions.

• Conduct screen-sharing sessions with clients as necessary.

• Document support requests, resolutions, and interactions with customers.

• Create and maintain knowledge base articles and support documentation.

• Collaborate with other departments to identify recurring issues and recommend enhancements.

• Assist in user training sessions for new software or tools.

• Acquire basic knowledge of all company products and services.

• Engage in training and development opportunities.

⛳️ Requirements

• Minimum of 4 years of experience in application support for a SaaS or software product, including hands-on debugging of the product (logs, configuration, APIs, integrations).

• Demonstrated experience in tackling technical challenges within a dynamic environment.

• Familiarity with command line operations (PowerShell or Bash).

• Practical experience in diagnosing REST API issues using tools like curl or Postman, including analysis of status codes, headers, and payloads.

• Understanding of programming environments.

• Knowledge of containerization technologies (Docker).

• Familiarity with DevOps tools (Maven, Jenkins, CI/CD Servers, etc.) – a significant advantage.

• Strong analytical and problem-solving skills with a solid commitment to customer service.

• Excellent written, verbal, and interpersonal communication abilities.

• Graduate degree – a plus.

🏝️ Benefits

• Flexible remote work arrangements.

• Opportunities for training and development.

• A collaborative and empowering work environment.

• Opportunities for learning and flexibility.

• Involvement in user training sessions for new software or tools.