Technical Support Engineer

This is a fully remote position, open to applicants in Poland, +1 more country.

📋 Description

• Take ownership of customer support cases from the initial investigation to final resolution.

• Keep customers informed, manage their expectations, and ensure timely follow-ups.

• Investigate and troubleshoot intricate technical issues.

• Analyze system behavior and diagnostic data.

• Reproduce reported issues when feasible and pinpoint potential root causes.

• Evaluate the severity and business impact of technical problems.

• Collaborate with Customer Success, Engineering, QA, System, and DevOps teams to investigate, escalate, and resolve customer concerns.

• Maintain precise case documentation, including findings from investigations, troubleshooting steps, technical details, and resolution information.

• Manage and prioritize multiple support cases according to technical severity and business impact.

⛳️ Requirements

• Over 2 years of experience in a technical support role, ideally in a customer-facing setting.

• Proficient in working with both Windows and Linux environments, including file system navigation and fundamental system operations.

• Experience with SQL and SQL-based databases.

• Skilled in analyzing application and system logs as part of technical troubleshooting and issue investigation.

• Familiarity with Jira is essential.

• Experience supporting systems deployed in both on-premises and cloud environments.

• Ability to independently investigate and troubleshoot complex technical issues, including identifying potential root causes.

• Experience in direct communication with customers and collaboration with both technical and non-technical teams.

• Proficient in written and spoken English.

• Experience with PostgreSQL is an advantage.

• Knowledge of Kubernetes, Cloudera, Impala, and the Elastic Stack is a plus.

• Additional language skills, particularly in German or French, are advantageous.

🏝️ Benefits

• Remote work arrangement