Technical Support Specialist

Solitics, a cutting-edge data management, and automation platform is looking for an experienced and innovative junior Tier 2-3 support engineer to work as part of our experienced support team.

We are seeking a skilled and dedicated Tier 2-3 Customer Support Engineer to join our team. As a Tier 2-3 Customer Support Engineer, you will be responsible for providing exceptional technical support and assistance to our valued customers. You will work closely with our customers to troubleshoot and resolve complex technical issues related to our products or services, collaborating with the Customer Success team, R&D departments and Product. Additionally, you will serve as a point of prioritization for customers issues and escalations, ensuring prompt and efficient resolution. The ideal candidate should have strong problem-solving skills, excellent communication abilities, and a passion for delivering exceptional customer service.

Responsibilities:

• Provide prompt and professional technical support to customers
• Collaborate with the Customer Success team and R&D department to address customer needs and provide seamless support
• Identify, troubleshoot, and resolve customer issues and inquiries regarding our product
• Serve as a point of prioritization for customer issues and escalations, ensuring timely resolution and customer satisfaction
• Collaborate with cross-functional teams, including engineering and product development, to escalate and resolve complex technical issues
• Document customer interactions, technical solutions, and product defects in a clear and concise manner
• Maintain a comprehensive understanding of our product, their features, and underlying technologies
• Contribute to the development and improvement of customer support processes and procedures
• Provide feedback and suggestions to product teams based on customer feedback and recurring technical issues

Qualifications:

• Strong problem-solving/troubleshooting skills
• Experience composing SQL queries and working with Databases (SQL, MongoDB, Amazon Redshift)
• Experience with Logs systems (Kibana, Logz.io)
• Experience with AWS cloud interface (scripting and debugging)
• Advanced proficiency in written and spoken English
• Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical individuals
• Service-oriented personality with a can-do attitude
• Detail-oriented, capable of handling multiple responsibilities at once
• A long-term team player, accountable, dedicated, and passionate

Advantage:

• Experience with Java or similar language (scripting and debugging)
• Experience working with Zendesk and Jira
• Industry experience in Marketing automation
• Previous experience in Trading and Gaming verticals
• Experience with ETL