Junior Support Engineer

Description

We are looking for an awesome Junior Support Engineer to join our team! As a Junior Support engineer, you will be responsible for providing technical support to our customers and partners around the world. You will be a key point of contact for troubleshooting and resolving technical issues, and will work closely with our Professional Services and Customer Success departments to ensure timely resolution of customer issues.

Responsibilities:

• Provide technical support to customers and partners via ticket systems, phone, and email in proficient English.
• Troubleshoot and identify root causes of technical issues, propose workarounds and solutions.
• Provide timely information to customer-facing teams to improve overall customer satisfaction.
• Work closely with Professional Services and Customer Success departments to prioritize issues, communicate status and oversee the resolution of issues.
• Develop support playbooks and knowledge management process.
  
  

• At least 2 years' experience in technical support for large scale information systems.
• Experience with tech support web tools such as Zendesk or Jira Service Desk.
• Experience in SQL querying and managing data, APIs, and web systems.
• Excellent analytical and problem-solving skills with a strong sense of customer commitment.
• Experience with IIS, AD, web services, Linux, AWS (an advantage).
• Willing to provide "On Call" support in 24/7 shifts and during weekends when required.
• Excellent verbal and written communication skills in English.
• Proficiency in French or Spanish (an advantage).
• Ability to work well under pressure and maintain a positive attitude.
• Quick learner and detail-oriented.
• Team player.