Technical Support Engineer Department
Technical Support Engineer Department
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Job Description
Respond promptly and professionally to Customer inquiries and technical support requests
Ensure that agreed service levels are met according to the Service Level Agreement (SLA)
Analyze Customer traffic to identify undetected threats and false detections primarily using Elasticsearch and BigQuery (SQL)
Diagnose and troubleshoot complex technical issues related to software applications hardware and network systems
Conduct indepth analysis of Customer issues identify root causes and implement effective solutions
Maintain accurate and detailed records of Customer interactions technical issues and resolutions in the ticketing system
Monitor and analyze system performance and availability identifying and resolving potential issues to minimize downtime
Participate in the creation and maintenance of technical documentation knowledge base articles and troubleshooting guides
Assist in testing and validating software releases and updates before deployment to ensure quality and reliability
Qualifications :
At least 3 years of experience in a technical support role
Handson experience in analyzing large and complex data sets (data manipulation statistical analysis conclusions etc.
Experience working with Jira and a desire to continue developing in this area
Knowledge of web architecture and protocols (CDN HTML DOM HTTP HTTPS IPv4/v6 etc.
Experience with SQL JavaScript Python or Java
Handson experience in troubleshooting technical issues using tools logs and diagnostic techniques
Basic understanding of network configurations
UpperIntermediate level of English
Additional Information :
PERSONAL PROFILE
Flexibility to work in different shifts
Analytical mindset and datadriven decisionmaking skills
Customerfacing and excellent communication skills
Responsible approach to work
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
