Senior Technical Support Engineer

Your future tasks:

• Managing all communication with indicated client's customers and partners required to resolve support tickets
• Resolving support tickets
• Coordinating and tracking the escalation of tickets to client FTE support team
• Maintaining a record of all communication and actions for the support tickets in Zendesk provided by client
• Participating in the on-call rotations when needed for resolution of severe issues (Severity 1).
• Assessing if support tickets are feature requests or product bugs and replicating bugs.
• Training and mentoring junior support engineers to deliver effectively
• Contributing to the frequently answered questions to the client knowledge base and participating in replying to client community questions and discussions.

Our Requirements:

•  Knowledge of Linux
•  Experience with PostgreSQL or MySQL
•  Understanding of REST APIs
•  Skills preferably in Java or any other background programming language
•  Competence in Networking and Firewall Basics
•  Cloud basic knowledge
•  Basic knowledge of SSL, LDAP/SSO protocols