Responsibilities:

• Work as the primary point of contact for all tickets in your name
• Act as an escalation point for the Technical Support and Technical Account Management team
• Analyze and troubleshoot incidents with a one-touch resolution mindset
• Interpret customer questions on product usage and provide detailed and timely answers
• Write detailed and thorough escalation notes for sending tickets to senior engineering teams
• Perform routine follow-ups and ticket management via email and the case management system
• Write and maintain the internal and external knowledge bases
• Communicate with customers and internal parties about existing tickets and identify common patterns
• Provide feedback to management about improvements to processes and procedures

Must have all of these:

• Must have experience talking to customers in a business-to-business role
• Confident in the ability to discuss and troubleshoot issues via email and Zoom calls
• High level of professional resilience to work in a pressurised environment
• Ability to communicate complex technical subjects to external and internal parties

• Experience with heavy software troubleshooting
• Provide a troubleshooting mindset, a customer-focused approach, and a strong sense of ownership over results
• Must be able to have fun in tough situations while working closely with an international Technical Support organization

Must have half of these:

• Industry experience in a Technical Support role within software and/or technology.
• Experience with and knowledge of networking topologies, routing between subnets TCP/IP protocols, validating firewall rules, and investigating proxy connectivity.
• Must be able to use system-level tools to check network connectivity and troubleshoot network-level issues (such as validating open ports)
• Experience with RESTful APIs, their usage, and how they are leveraged in corporate environments
• Strong written communication skills
• Experience and ability to write internal and external knowledge-base articles
• Comfortable with writing how-to's, troubleshooting guides, and other documents
• Professional enterprise experience with Linux.
• Must be able to proficiently navigate and perform basic tasks within a Linux Shell
• Ability to read and interpret application logs and apply the interpretation to tickets
• Understanding how to extract useful information from various data sets and error logs
• Capable of coordinating multiple tickets and prioritizing those tickets based on business requirements

Advantages:

• Culture is important to us; we are seeking a diligent candidate who also enjoys teamwork and camaraderie.
• Experience reading or writing code.
• Strong preference for Python.
• Ability to build cURL commands and use them as a troubleshooting tool
• Experience with TLS and Certificate troubleshooting
• Basic understanding of and experience with SAML
• Experience with database platforms and ability to troubleshoot reading from databases
• Experience handling technical escalations within your team and to external teams
• Experience with the following platforms:
• MongoDB
• Docker
• OpenVPN