Technical Support Engineer

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

📋 Description

• Address intricate technical challenges in both production and non-production settings.

• Take ownership of and resolve customer inquiries from a worldwide support queue.

• Deliver clear and timely updates while proactively managing customer expectations.

• Collaborate effectively with engineering, product, and support teams.

• Utilize Knowledge-Centred Support (KCS) methodology to document solutions.

• Create, publish, and continually enhance knowledge base articles.

• Convey complex technical concepts to both technical and non-technical stakeholders.

• Engage in product testing, including the evaluation of new releases.

• Enhance customer-facing documentation in platforms like Wiki and Zendesk.

• Manage workload and priorities in accordance with team objectives.

• Continuously broaden expertise within the Trustonic SaaS platform.

⛳️ Requirements

• Proven years of relevant technical support experience.

• Familiarity with support tools such as JIRA and Zendesk is preferred.

• Proficient in English (both written and spoken).

• Experience with SQL databases.

• Knowledge of Linux (SSH keys & certificates).

• Understanding of Git.

• Familiarity with APIs.

• Basic scripting skills (BASH or Python).

• Working knowledge of AWS.

• Experience with mobile technologies is highly advantageous.

• Bachelor's Degree or equivalent experience.

• Ability to adapt and continuously improve processes.

• Action-oriented, taking ownership and fulfilling commitments.

• Organized and decisive, with effective prioritization and workload management.

• Technically confident.

• Focused on growth and open to feedback.

• Clear and effective communicator.

• Collaborative in nature.

• Ethical and accountable.

🏝️ Benefits

• Competitive compensation.

• A base salary that reflects your expertise and impact.

• Bonus scheme to share in our success.

• Private medical insurance for you and your family from day one.

• Remote working arrangements to support your lifestyle.

• Open holiday policy with no upper limit.

• Support for volunteering and causes that matter to you.

• Opportunities for professional development and career progression.

• Exposure and interaction with global teams.

• Commitment to diversity, equity, and inclusion.

• Collaborative environment where your voice is valued and your wellbeing is prioritized.

• Chance to work on technology that drives global economic inclusion and makes a real difference in people’s lives.